Last updated: January 6, 2026
At My Imperial Care, we aim to provide high-quality medical facilitation and patient coordination services for international patients seeking treatment in Türkiye. We take feedback seriously and view complaints as an opportunity to improve our services and processes.
Please note: My Imperial Care is a facilitation and coordination platform. We are not a medical provider, clinic, hospital, or healthcare professional. We do not deliver medical treatment and cannot accept liability for medical outcomes, surgical results, or clinical decisions. Complaints relating to medical treatment must be directed to the treating healthcare provider.
1. Submitting a Complaint
1.1 All complaints must be submitted in writing by email to:
support@myimperial.care
1.2 To allow us to review your complaint effectively, please include:
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Your full name and, if available, your patient or booking reference number
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The date(s) of your treatment or coordination services
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The clinic or healthcare provider involved
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A clear and detailed description of your complaint
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Any relevant supporting documentation (e.g. correspondence, screenshots, invoices, medical reports)
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The outcome you are seeking
Incomplete complaints may be delayed until sufficient information is provided.
2. Eligibility & Timing
2.1 Complaints related to medical outcomes, recovery, or treatment results will only be reviewed after:
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You have followed all post-treatment instructions provided by the treating medical professional; and
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The expected recovery period for the relevant procedure has passed, which may take up to 12 months, depending on the treatment;
or -
You provide a written, independent medical opinion from a qualified specialist in the same field.
2.2 Complaints submitted before these conditions are met may be acknowledged but will not be formally investigated until the above criteria are satisfied.
3. Review Process & Timeframes
3.1 Upon receipt of a valid complaint, we will:
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Acknowledge receipt within 2 business days;
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Review relevant records, correspondence, and service history;
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Request additional information where necessary.
3.2 Depending on the nature and complexity of the complaint, the review process may take up to 2–4 weeks.
3.3 Once the review is complete, we will provide a written response outlining our findings and, where applicable, a proposed resolution.
3.4 In certain cases, we may propose a follow-up call to clarify details or explain our position.
4. Limits of Responsibility & Remedy
4.1 As a facilitation platform, My Imperial Care:
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Does not provide medical treatment;
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Cannot influence clinical decisions;
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Cannot discipline medical professionals or clinics;
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Cannot guarantee medical outcomes or treatment success.
4.2 Where appropriate, possible remedies may include:
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Clarification of information previously provided;
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Assistance in communication with the treating clinic or healthcare provider;
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Support in coordinating follow-up consultations or documentation.
Financial compensation, corrective medical treatment, or disciplinary action against medical professionals generally fall outside the scope of our role.
5. Escalation & Unresolved Complaints
5.1 If you remain dissatisfied after receiving our final response, you may seek independent legal advice or pursue other remedies available under applicable law.
5.2 Nothing in this Complaints Procedure limits or excludes your statutory consumer rights under applicable legislation.