Legal
Complaints procedure
How to raise a concern, who reads it and how long each stage takes.
Last updated 1 July 2026. This is demonstration copy for a fictional clinic — replace it with policies reviewed by your own counsel before publishing.
Stage one — your coordinator
Raise the issue with your named coordinator by any channel. Most concerns are resolved here, and you should have a substantive reply within two working days.
Stage two — Director of Patient Care
If that does not resolve it, write to care@aurevia.health marked "Formal complaint". The Director of Patient Care acknowledges within 48 hours and responds in full within 10 working days.
Stage three — Medical Director
Clinical complaints are escalated to the Medical Director, who will review the operative record with you and, where you wish, arrange an independent second opinion.
External escalation
You retain the right to complain to the Turkish Ministry of Health, to TEMOS as our accrediting body, and to your own national health authority. We will supply your complete records to support any of those routes.