Document reference: MSL-POL-004 | Effective date: 14 July 2026
Complaints Policy
1. Purpose of this Policy
MediStay aims to provide a professional, transparent and fair booking platform. This Policy explains how to complain about MediStay's own services.
2. Difference between a complaint and a Booking dispute
Booking dispute
A Booking dispute is a disagreement between a Customer and Host concerning a particular Booking — such as a Host refund decision, a security deposit deduction, a cancellation, an Accommodation issue, misleading listing information, or failure to provide the Accommodation. A Booking dispute must be raised by opening the relevant Booking and clicking the Raise a Dispute button.
Complaint about MediStay
A complaint concerns MediStay's own website or platform, customer service, payment administration, staff conduct, data handling, accessibility, or handling of a dispute.
3. Accommodation issues during a stay
Accommodation issues should first be reported to the Host immediately. The Customer should give the Host a reasonable opportunity to investigate and correct the issue. A dispute should also be raised through the Booking where the Host cannot be contacted, the issue is serious, the Host has not resolved the issue, the Accommodation is materially different from the listing, there is a safety concern, or the Customer is requesting a refund or financial remedy.
4. How to complain about MediStay
Complaints about MediStay should be sent to info@medistayuk.com. The complaint should include the complainant's full name, the Booking reference where applicable, telephone number and email address, a clear description of the complaint, relevant dates, supporting evidence, the steps already taken, and the outcome requested.
5. Complaint handling
MediStay will aim to acknowledge the complaint within five working days, request any additional information promptly, investigate the matter fairly, and provide a substantive response within 20 working days. Complex complaints may take longer.
6. Possible outcomes
An outcome may include an explanation, an apology, correction of information or a payment error, reconsideration of a process, staff guidance or training, a platform improvement, a refund where MediStay is responsible, account credit, no further action, or another appropriate response.
7. Internal review
Where the complainant remains dissatisfied, they may request a final internal review. The request should explain why the original response is disputed, what information may have been overlooked, and the outcome requested. Where reasonably possible, the review will be completed by a person who was not primarily responsible for the original response.
8. Abusive communications
MediStay will not reject a complaint merely because it is critical. However, MediStay may restrict communication where a person makes threats, uses abusive or discriminatory language, harasses staff or other platform users, makes excessive repetitive contact, knowingly provides false information, or prevents a reasonable investigation. Any restriction will be proportionate and will not remove statutory rights.
9. Data protection complaints
Complaints concerning personal information should be identified as data protection complaints. They will be handled under the MediStay Privacy Notice and applicable data protection law.
Contact details
MediStay Ltd, 64 Claughton Street, St Helens, England, WA10 1SN
Email: info@medistayuk.com | Website: www.medistayuk.com | Company No. 12931955