Complaints Procedure

We take your concerns seriously

At The Health Store Turkey, we are committed to providing an excellent experience for every patient. But we also know that sometimes things do not go as expected, and when that happens, we want to hear from you.

Your feedback, positive or negative, helps us improve. If something has not met your expectations, we want to put it right as quickly and fairly as possible.

Step 1: Speak to your patient coordinator (informal resolution)

Most concerns can be resolved quickly by talking to the team member who knows your journey best, your patient coordinator.

Whether it is a question about your aftercare, a misunderstanding about your package, or something that happened during your stay, your coordinator is your first point of contact. They will do their best to resolve the issue informally and promptly.

• Email: info@thehealthstoreturkey.com
• WhatsApp: +44 7733 596821

We aim to resolve informal concerns within 5 working days.

Step 2: Submit a formal written complaint

If you are not satisfied with the informal response, or if you would prefer to raise a formal complaint from the outset, you can do so in writing.

Your complaint should include:

• Your full name and contact details
• Your treatment date and procedure type
• A clear description of your concern
• Any supporting evidence (photographs, correspondence, medical reports)
• What outcome you are hoping for

Send your formal complaint to:

• Email: info@thehealthstoreturkey.com
• Post: The Health Store (Turkey) Ltd, International House, 61 Mosley Street, Manchester, M2 3HZ

Important: Formal complaints should be submitted within 28 days of the event or issue you are complaining about. If there are exceptional circumstances that prevented you from complaining within this timeframe, please let us know and we will consider your case.

Step 3: Acknowledgement

We will acknowledge your formal complaint within 5 working days of receiving it. Your acknowledgement will confirm:

• That we have received your complaint
• Who is responsible for investigating it
• The expected timeline for our response

Step 4: Investigation

We will investigate your complaint thoroughly and fairly. This may involve:

• Reviewing your patient records and correspondence
• Speaking with the relevant team members, medical staff, or hospital partners
• Consulting with our surgical teams in Turkey if the complaint relates to clinical care
• Requesting additional information from you if needed

We aim to complete our investigation and provide you with a full written response within 20 working days of acknowledging your complaint. If the investigation requires more time, for example, if we need to obtain records from our hospital partners, we will let you know and provide a revised timeline.

Step 5: Our response

Our written response will include:

• A summary of your complaint
• What we found during our investigation
• Whether we uphold your complaint (in full or in part)
• What action we are taking to resolve the issue
• Any changes we are making to prevent similar issues in the future

Step 6: Escalation to the Managing Director

If you are not satisfied with the outcome of the investigation, you can request that your complaint is escalated to the Managing Director of The Health Store Turkey.

To escalate, reply to our response letter and clearly state that you wish to escalate your complaint. The Managing Director will review the case independently and provide a final response within 15 working days.

External options

If you have exhausted our internal complaints procedure and remain dissatisfied, you have the right to contact the following external bodies:

For clinical complaints (treatment in Turkey)

• Turkish Ministry of Health, responsible for oversight of healthcare facilities in Turkey. Complaints about clinical care at government-licensed hospitals can be directed to the Ministry's patient rights unit.
• Your hospital's patient rights department, all JCI-accredited hospitals in Turkey have a dedicated patient rights office that can investigate clinical concerns independently.

For service complaints (UK consumer rights)

• Competition and Markets Authority (CMA), the UK body responsible for consumer protection. If you believe your consumer rights have been breached, you can contact them via www.gov.uk/cma.
• Citizens Advice, free, independent advice on your consumer rights: www.citizensadvice.org.uk.

Our promise to you

We do not want any patient to feel unheard. Even if the outcome is not what you hoped for, we commit to treating every complaint with respect, transparency, and fairness.

Raising a complaint will never affect the care or support you receive from us. Your aftercare and follow-up will continue as normal throughout any complaints process.

• Email: info@thehealthstoreturkey.com
• WhatsApp: +44 7733 596821
• Post: The Health Store (Turkey) Ltd, International House, 61 Mosley Street, Manchester, M2 3HZ

This procedure was last reviewed on 19 February 2026.