Problems & Complaints

If you have a problem with your medical or prescription coverage, or have a complaint about the quality of service at an ACE primary care clinic, or service from HPSM, contact us about your situation. Your ACE coverage will not be affected by your complaint.

Choose one of these methods to contact us about a complaint:

	Call		Call either Participant Services at 650-616-2133 or the Grievances and Appeals Coordinator at 650-616-0050
	Online		Complete the online complaint form
	Fax		Fax your written complaint to 650-829-2002 Attention: Grievance and Appeals Coordinator
	Mail		Mail your written complaint to: Health Plan of San Mateo 701 Gateway Blvd., Suite 400 South San Francisco, CA 94080 Attention: Grievance and Appeals Coordinator

In some cases we can resolve your concern within 24 hours. If your situation is not resolved within 24 hours, the Grievance and Appeals coordinator will start a formal process to reach a solution. Detailed information about the formal process is in your ACE Participant Handbook, Section 10, Participant Grievance and Appeals.