Vista Smile Studio

    Complaints Policy

    Last updated: 1 May 2026

    Vista Smile Studio is committed to providing a safe and respectful service to every patient. We take complaints seriously and use them to improve. This policy explains how to raise a complaint and what you can expect from us.

    1. What you can complain about

    You can complain about any aspect of your experience with us, including clinical care, customer service, communication, billing, transfers, accommodation we arranged, or your treatment of by any member of our team.

    2. How to raise a complaint

    • Email: vistasmilestudio@gmail.com
    • Phone / WhatsApp: +44 7399 614 576
    • By post: Vista Smile Studio, Didim (Altinkum), Aydın, Turkey

    Please give us your name, contact details, dates of treatment, and a description of what went wrong and what you would like us to do.

    3. Our timescales

    • We acknowledge complaints within 3 working days.
    • We aim to provide a substantive response within 20 working days.
    • If a clinical investigation requires more time we will keep you updated every 10 working days.

    4. How we investigate

    The practice manager, supported by the clinical lead, reviews your records, speaks to staff involved, and where appropriate examines you again (in person or remotely via photos). Investigations are confidential and you will not be treated less favourably for complaining.

    5. Outcomes

    Where we are at fault we apologise, explain what went wrong, and put it right – which may include re-treatment, refund, or a contribution to remedial care closer to home. Where we believe we acted appropriately we will explain the reasons clearly.

    6. Escalation

    If you remain unhappy after our final response you can escalate to:

    • Turkish Dental Association (Türk Diş Hekimleri Birliği, TDB) – the professional body for dentists in Turkey: tdb.org.tr.
    • Turkish Ministry of Health via the SABİM hotline 184.
    • Dental Complaints Service (UK) – the DCS only handles complaints against UK-registered private dentists, but they can advise UK patients about overseas care: dcs.gdc-uk.org.
    • European Consumer Centre UK / Citizens Advice for cross-border consumer issues.
    • Your travel and dental insurer, if you have one.

    7. Card payment chargebacks

    UK patients who paid by credit card may have rights under section 75 of the Consumer Credit Act 1974 for purchases between £100 and £30,000, and debit card holders may use the Chargeback scheme. We ask that you contact us first so we have the chance to put things right.

    8. Learning from complaints

    All complaints are reviewed at our quarterly clinical governance meeting. Themes are used to improve training, processes and patient information.