Booked on a holiday, clinic closed: what to do when the booking system lets you down

The short answer

No. The clinic does not owe you a fine. A missed-appointment fee runs one way only. A clinic may charge a patient for a missed visit, and only for uninsured services, and only if the clinic told the patient the policy in advance.^[3] The 2026 suggested amount is $97.20, and clinics in practice often charge $35 to $65 for a missed short appointment.^[4][5][6] Nothing in MSP or CPSBC rules makes the clinic pay you back for a wasted trip. CPSBC's own complaint form says it cannot provide or insist on financial compensation.^[2]

Two different problems: closed, and still taking bookings

A clinic may close on a statutory holiday. That is the clinic's own choice, and it is not itself wrong. The fault is different. The booking system still offered appointments that day, and you booked one in good faith. When you raise it with the clinic, put it that way. Clinics usually accept that point, because the fix is on their side.

Step 1: ask the clinic to make it right

This is the fastest route. Ask for the earliest rebooking, or a phone visit instead if that works for your problem. Ask the clinic to fix its holiday calendar so the same day cannot be booked again. Put the request in writing if you can, by email or portal message, so there is a record.

Step 2: if the clinic refuses, or it keeps happening

Then complain in writing to the College of Physicians and Surgeons of BC (CPSBC). A complaint must be submitted in writing, by mail, email or fax. It must carry the signature of the person filing it, plus the patient's date of birth and personal health number.^[1] You can reach CPSBC complaints at [email protected], or by phone at 604-733-7758 (toll-free 1-800-461-3008).^[1][2] CPSBC can review whether the doctor's conduct meets its practice standards, work with the doctor to improve practice, and discipline the doctor if needed for public protection. It cannot order the clinic to pay your taxi fare or lost wages.^[2]

If the clinic is an urgent and primary care centre (UPCC) or is run by a health authority, go to that health authority's Patient Care Quality Office instead. Each health authority has one, and it takes complaints by phone, in person, or in writing.^[8]

What about small claims court?

It is possible in theory, but it is not worth it for a wasted trip. The filing fee and the time involved cost more than a taxi fare, and booking terms often disclaim liability. A complaint costs nothing and leaves a record, which is the part that actually gets the booking calendar fixed.

Before you travel: check the holiday hours

Remembrance Day, Wednesday, November 11, 2026, is a statutory holiday in BC.^[7] But each clinic sets its own holiday hours. Do not assume every clinic closes. Some stay open, some close, and some run reduced hours. Check the clinic you booked, not the holiday in general.

• Check the clinic's own website for holiday hours before you go.
• Call the clinic to confirm, if the visit matters or the trip is long.
• Keep your booking confirmation screenshot.
• If the clinic is closed when you arrive, keep a photo of the closed door, or a screenshot of the clinic's own holiday hours page.
• Keep all of it if you later complain. Dates, times and screenshots are what make a complaint easy to act on.

For the patient side of missed visits, see our clinic fees guide. For where to go for care on a holiday instead, see our holiday care guide.