Complaints Procedure
If something about your experience with Natural Hair Turkey hasn't met your expectations, you can raise it with us in writing and we will look into it fairly. Send us the details, we aim to acknowledge your message within a stated timeframe, and the relevant team reviews what happened before we reply in writing. Timeframes are targets rather than firm guarantees, and how long a review takes can vary with the nature of the concern.
Natural Hair TurkeyIstanbul · Personal assessmentWhy we welcome complaints
Feedback that something has gone wrong is one of the clearest ways we learn where to improve, so we would rather hear about a concern than have you leave it unspoken. Raising a complaint will not affect how you are treated by our team.
We handle what you tell us with care and in line with our data-protection obligations, sharing the details only with the people who need them to look into your concern. You are welcome to ask, at any point, what stage your complaint has reached.
What counts as a complaint
A complaint is any expression of dissatisfaction where you would like us to look into something and respond, whether it concerns communication, coordination of your trip, information you were given, or an aspect of your care at the clinic. A quick question or a request to change an appointment is usually better handled through our normal contact channels, and we will let you know if a message is best treated as a formal complaint.
If you are unsure whether to raise something formally, get in touch anyway and describe it in your own words. We would rather help you decide than have a genuine concern go unaddressed.
How we aim to keep it fair
We look at each complaint on its own facts, weigh the information you provide alongside our records, and try to reach a reasoned conclusion rather than a defensive one. The person reviewing your concern is, wherever practical, not the same person the concern is about.
Timeframes in this procedure are targets we aim to meet, not promises, because some reviews are straightforward and others need more time or input from the medical team. If a review is taking longer than expected, we will tell you why and give you a realistic update.
What information helps us look into your complaint
The more clearly you can set out what happened, the quicker we can route your concern to the right team and reach a fair conclusion. It helps to include dates, any reference numbers, the names of people or stages involved, and copies of relevant correspondence, consent forms or invoices. If your concern touches on your care, note what was said or done and when, as far as you can recall.
You do not need to present a polished case or use any particular form — a clear, honest account in your own words is enough to start. If you are raising a concern on behalf of someone else, we will need their consent to discuss their details, in line with our privacy and data-handling practices.
What to expect
Contact us with the details
Get in touch through our contact channels and tell us what happened, when, and what you would like us to look into. Including any reference numbers, dates and relevant correspondence helps us understand your concern quickly. You can raise a concern on behalf of someone else with their consent, in line with our privacy and data-handling practices.
Acknowledgement of your complaint
Once we receive your complaint we aim to acknowledge it within a stated timeframe so you know it has reached the right place. The acknowledgement confirms what we have understood and, where helpful, asks any clarifying questions. If we need more information from you to proceed, we will say so at this stage.
Review by the relevant team
Your concern is passed to the team best placed to look into it, whether that relates to your enquiry, travel coordination, or your care at the clinic. The review considers the details you have given alongside our own records. Where a concern touches on clinical matters, it is handled by people qualified to assess that context rather than by front-line correspondence staff alone.
Written response and resolution
We aim to give you a written response setting out what we found, any action we are taking, and the reasons for our conclusions. If a concern is upheld we explain what will change or be put right; if it is not, we explain why as clearly as we can. Complex matters can take longer to review, and we will keep you updated if we need more time than our usual target.
Escalation if you remain unsatisfied
If our response does not resolve things, you can ask us to review the matter again and we will set out the further options open to you. Where a concern relates to a regulated body, we will point you towards the appropriate route for that. Nothing in this procedure affects any legal rights you may have.
Where to go next
Common questions
How do I make a complaint to Natural Hair Turkey?
Can I complain about treatment carried out at the clinic?
Will complaining affect my care or how I'm treated?
How long will it take to get a response?
What can I do if I'm not happy with your response?
What details should I include when I complain?
Start with a free hair analysis
Share a few photos and our patient team will come back with an indicative plan, the technique that fits and the package that applies — no obligation.