Please try to submit your complaint on the website first. If you have any problems, please use one of these options:
Privacy Note: The information that you submit and that we obtain will be used by the Attorney General staff to investigate your complaint. Medical or psychological information about an individual will not be disclosed to the public. Read our full privacy policy, here.
Gather any documents about your complaint, such as medical bills or health insurance documents. You may need to refer to these documents while you are filling out the complaint form.
In the course of handling your complaint, it is often necessary for our office to obtain medical or insurance claim records and to discuss your medical information with providers, your insurance plan, and other state agencies. You must authorize us to obtain your medical records, and/or insurance information related to the complaint and to discuss the information with other relevant parties. Please download and hand-sign the Authorization for the Release of Medical Information so that we may obtain the information necessary to handle your complaint.
When selecting an online complaint form you will be directed to our online complaint portal. On that page, register for an account by selecting Register in the top right corner of the page. Once your registration is complete, you can start a new complaint by choosing the complaint type from the list on the left of your screen or by selecting the Health Complaints tab at the top of the page. Be sure to read the Important Information for additional forms and instructions.
If you file your complaint on our complaint portal, you can attach documents at the time of filing or later by going to the My Cases tab on the top menu bar of the portal and selecting “Add File." Be sure to add your documents to an open case as documents added to a closed case will not be reviewed. If you have more than one open case, each case will be listed by case number with separate “Add File" buttons so you can select the correct case to add your documents. Be sure to read the Important Instructions about uploading documents because not all document types can be accepted. If you have documents you can't submit through the portal you can email, mail, or fax them to us.
You can mail, email, or fax your documents to: Office of the Attorney General Consumer Protection Division Health Education and Advocacy Unit 200 St. Paul Place, 16th Floor Baltimore, MD 21202 heau@oag.state.md.us (410) 576-6571 facsimile
What happens once you file a complaint?
When we receive a completed complaint, we will first review it to make sure that our office is the best agency to assist you.
If your complaint would best be handled by another state or federal agency, we will forward it to that agency for you. While we are happy to make such referrals, you may wish to call the Health Education and Advocacy Unit at 410-528-1840, en español 410-230-1712, or toll-free in Maryland at 1-877-261-8807, prior to filing your complaint to determine if your complaint should be filed with another agency. Filing your complaint directly with the appropriate agency will enable that agency to address your problem more quickly.
How long will it take to resolve your complaint?
Some cases with legal deadlines are assigned right away. Other cases are assigned in the order in which they are received by the office. The time it takes to mediate a complaint varies according to the complexity of the complaint and the willingness of the parties involved to mediate. Depending on our current caseload, it could take an extended time to assign your complaint, so please be patient.
What happens if mediation doesn't resolve your complaint?
Please understand that we cannot force a business to cooperate with our mediation efforts, and we are not authorized to provide legal advice or serve as private attorneys on individual cases. If our mediation efforts are not successful, it may be possible for your dispute to be resolved through our Arbitration Program. If either party does not wish to use arbitration, we will provide you with information on how to proceed with filing a private lawsuit in court.
• Arbitration - The Division offers a free, binding arbitration service designed to resolve disputes quickly. At the outset, both you and the business must agree to participate in arbitration and be bound by the decision of the arbitrator. Arbitration hearings are held at a time and place convenient to both parties. • Small Claims Court - Read about the Small Claims Court in this or on the Small Claims web page of the District Court of Maryland. or on the Small Claims web page of the District Court of Maryland.
• Arbitration - The Division offers a free, binding arbitration service designed to resolve disputes quickly. At the outset, both you and the business must agree to participate in arbitration and be bound by the decision of the arbitrator. Arbitration hearings are held at a time and place convenient to both parties.
• Small Claims Court - Read about the Small Claims Court in this or on the Small Claims web page of the District Court of Maryland. or on the Small Claims web page of the District Court of Maryland.
Can I file a complaint anonymously?
While you may file a complaint anonymously for informational purposes, you cannot remain anonymous if you want your complaint to be mediated.
Use this form if your health plan has refused to pay for a service, is refusing to pay for future treatment, has paid less than you think they should have paid for your treatment/service, or has canceled your policy.
Formulario de reclamo de seguro médico denegado en español
Use this form if you would like our assistance in filing an appeal of a Maryland Health Connection decision denying Qualified Health Plan coverage or denying Advanced Premium Tax Credits or Cost-Sharing Reductions. You can also use this form if you have unresolved problems with enrolling in or renewing coverage in a Qualified Health Plan through Maryland Health Connection, or if you have an issue with your 1095-A tax form.
**If you are enrolled in a plan through Maryland Health Connection and want to appeal your health insurer's decision to cancel your policy due to non-payment, please complete the “Health Insurance Appeal" complaint form above.
Formulario de Apelacion de la decision de Maryland Health Connection en español
Use this form if you have a billing dispute with your hospital, doctor, dentist, or other healthcare provider. You can also use this form if you have problems with medical equipment that is defective or was never delivered, have trouble obtaining your medical records from a healthcare provider, have been overcharged by a healthcare provider for your medical records, or need help navigating a hospital's financial assistance program.
**If your complaint is only about the quality of care you, a family member, or a friend experienced, the HEAU will be unable to assist you. You can view a list of Maryland State agencies who can assist you with your complaint HERE
Formulario de disputa de facturación o equipo médico en español
Use this form if you are a healthcare provider filing a complaint on behalf of your patient.
If your complaint is not about healthcare issues, you can be redirected to the Consumer Protection Division's Mediation Unit here.
Problems: If you are unable to download or print a complaint form, please call or email our office to have one mailed to you. We can be reached at:
Phone: 410-528-1840 or toll-free in Maryland at 1-877-261-8807
En español 410-230-1712
Email: HEAU@oag.state.md.us
1-888-373-7888
233733
