When a refund, billing error or broken promise isn't being fixed, escalate one step at a time and in writing: your coordinator, then a patient-services or billing manager, then a formal written complaint (in Colombia, a PQRS), and only then outside bodies such as the health regulator, your card issuer, or a lawyer. Each rung works better when you can show you tried the one below it.
This is a practical map, not legal advice. Rules and deadlines differ by situation, so confirm anything time-sensitive with your card issuer or a qualified lawyer.
Before you escalate: build a dated evidence file
Every rung of the ladder asks the same question: what happened, and what have you already tried? A tidy file answers that in minutes. Start it now, even if you hope the problem will be solved tomorrow.
Your evidence file
- The original quote and any revised quotes, with dates
- Invoices, receipts and payment confirmations (bank or card statements)
- The cancellation, refund or deposit policy you were given
- Emails and chat messages, exported or screenshotted with dates visible
- A short timeline: date, who you spoke to, what was said or promised
- Names and roles of everyone you dealt with
- Any facilitator contract or terms, if you booked through one
After any phone or video call, send a short email summarizing what was agreed: "Thanks for speaking today. As I understood it, you'll refund X by Y date." That turns a conversation into evidence.
The ladder at a glance
Each rung assumes you've given the rung below a fair chance to respond. Skipping ahead rarely speeds things up, because the next body will usually ask what you did first.
- Rung 1Your coordinator, in writing
Clear, polite, specific. State the problem, the outcome you want and a reasonable reply date.
- Rung 2Patient-services or billing manager
Ask the coordinator who handles escalations, or find the clinic's patient-services contact.
- Rung 3Formal written complaint (PQRS)
Use the clinic's official PQRS channel and keep the filing number.
- Rung 4Facilitator, if you used one
Can run alongside rungs 1 to 3. Ask them to act on what they promised.
- Rung 5Outside bodies
Supersalud for health-service complaints; your card issuer for eligible charges.
- Rung 6A lawyer
For larger sums, injury, or a firm refusal after formal complaints.
Rungs 1 and 2: coordinator, then manager
Most problems are solved here, often because the coordinator didn't have authority to fix it, not because they refused. Your goal on rung 1 is a clear written record; on rung 2 it's reaching someone who can decide.
Hello, I'm writing to escalate an issue I raised with [coordinator name] on [date], which hasn't been resolved. Patient name: ______ Booking/invoice reference: ______ The issue: [one or two sentences, e.g., refund of deposit under your cancellation policy; duplicate charge on invoice no. ___] What I'm asking for: [specific outcome] Supporting documents: attached Could you please confirm in writing by [date] how and when this will be resolved? If this isn't the right department, please tell me who is. Thank you.
Why: it shows you tried rung 1, states one clear request, and asks for a dated written answer.
Keep the tone neutral. A calm, specific message is easier to forward up the chain, and it reads well later if an outside body or your card issuer reviews it.
Rung 3: a formal PQRS complaint
In Colombia, PQRS stands for peticiones, quejas, reclamos y sugerencias (petitions, complaints, claims and suggestions). Health providers and many other organizations have a PQRS channel, often a web form, an email address or a desk at the facility. Some use variants such as PQRSD or PQRSF; they're the same idea.
- Find the official channel
Look for "PQRS" or "atención al usuario" on the clinic's official website, or ask reception for the procedure.
- Write it in Spanish if you can
A clear translation helps it reach the right person. Keep an English copy for yourself.
- Choose the right type
A reclamo or queja fits a billing error or unmet commitment. Say exactly what you want resolved.
- Attach your evidence
Quote, invoices, payment proof, and your earlier messages.
- Get the filing number
Ask for the número de radicado and the expected response date. You'll need it for any next step.
Colombian law sets response deadlines for formal petitions, and many providers publish their own. Rather than relying on a number from a blog, ask the clinic to state the response time when you file.
If you booked through a facilitator
A facilitator's role depends on what you signed. Re-read your agreement for what they promised: coordination, payment handling, a satisfaction guarantee, help with disputes. Then ask them, in writing, to do exactly that.
- If you paid the facilitator rather than the clinic, the refund question may be with them, not the clinic.
- Ask them to put the clinic's position in writing and forward it to you.
- If they don't respond, they become part of your complaint, and possibly your card dispute.
Rung 5a: Supersalud, Colombia's health regulator
The Superintendencia Nacional de Salud (Supersalud) is the national body that supervises Colombia's health sector and receives complaints from users about health services, through what it calls PQRD (peticiones, quejas, reclamos y denuncias). Its official website lists the current channels, which have included an online form and phone lines.
Things to know before you file:
- Show you tried the provider first. Include your PQRS filing number and the clinic's response, or note that none came.
- The process runs in Spanish. Write clearly or use a careful translation.
- Check the ID fields. The form asks for an identity document. Check which document types it currently accepts for foreign patients before you start.
- Know what it's for. Supersalud deals with health-service and patient-rights issues. It's not a collections agency, and a purely commercial dispute may belong elsewhere. Colombia's general consumer-protection authority is the Superintendencia de Industria y Comercio (SIC); a lawyer can tell you which fits your case.
Only use channels you reach from the official government website (ending in .gov.co). Be wary of anyone who contacts you offering to "file with Supersalud" or recover your money for an upfront fee.
Rung 5b: a card dispute with your issuer
If you paid by credit or debit card, your issuer may let you dispute a charge for services not provided, a billing error, or a refund that was promised but never came. Whether your charge qualifies, and how long you have, depends on your issuer, card network, and the type of transaction. Time limits are real, so call your issuer as soon as you suspect you'll need this, even while you're still on the lower rungs.
| Item | Why it helps |
|---|---|
| Transaction details | Date, amount, merchant name as shown on your statement |
| What was promised | Quote, policy or written agreement |
| What went wrong | A short, factual summary |
| Your attempts to resolve | Your messages, PQRS number and any replies |
Bank transfers and money-transfer services are usually much harder to reverse. If you paid that way, contact the sending bank or service immediately and ask what options exist.
Rung 6: when to talk to a lawyer
Consider consulting a lawyer, ideally one licensed in Colombia who handles health or consumer matters, if:
- The amount at stake is significant to you
- You were harmed, or there's a dispute about the care itself, not just billing
- The provider has formally refused after your PQRS
- Your contract has a dispute clause or governing-law clause you don't understand
Bring your evidence file. A well-organized file shortens the first consultation and helps the lawyer tell you quickly whether pursuing it is worthwhile.
Frequently asked questions
What is a PQRS in Colombia?
PQRS stands for peticiones, quejas, reclamos y sugerencias: petitions, complaints, claims and suggestions. It's the standard formal channel for written complaints to Colombian organizations, including health providers. File through the clinic's official channel and keep the filing number (radicado).
Can a foreign patient complain to Supersalud?
Supersalud receives complaints from users about health services in Colombia. The process is in Spanish and the form asks for an identity document, so check its official website for current channels and which document types it accepts. Include your PQRS filing number to show you went to the provider first.
How long do I have to dispute a card charge?
It depends on your issuer, the card network and the type of transaction. There is no single answer, so call your issuer as soon as you think you may need to dispute, rather than waiting until other steps fail.
Should I skip straight to a lawyer or regulator?
Usually not. Most outside bodies want to see that you tried to resolve it with the provider first. The exceptions are serious harm, signs of fraud, or a deadline that's about to pass. In those cases, act quickly and in parallel.
What if I paid a facilitator, not the clinic?
Then your refund claim may be with the facilitator. Re-read your agreement, ask them in writing to fulfill what they promised, and include them in any card dispute if they don't respond.
Plan the booking side
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