Complaints Procedure
We want to hear about it if something has gone wrong, whether it concerns our coordination service, your travel arrangements, this website or your treatment. This page explains how to raise a complaint and what happens next. Effective date: 16 September 2026.
Who we are
New Look Smile Group coordinates dental treatment journeys to Antalya. Clinical care is provided by an independent partner clinic, whose clinicians are responsible for diagnosis, treatment planning and treatment. Complaints are handled by New Look Smile Group, Izmir / Turkey.
How to raise a complaint
Email [email protected] with the word “Complaint” in the subject line. If you would rather speak to someone first, tell the team member you are in contact with that you wish to make a complaint and they will pass it on. Please include:
- your full name and the contact details you used when you enquired or booked;
- what happened, when, and who you dealt with;
- what you would like us to do to put things right;
- copies of any relevant messages, documents or photographs.
What happens next
- We will acknowledge your complaint in writing and tell you who is dealing with it.
- We will look into what happened, which may involve asking you for more information.
- We will send you a written response explaining what we found and what we propose within 10 working days of receiving your complaint. If we need longer, we will tell you why and when to expect our response.
Complaints about treatment
If your complaint concerns diagnosis, treatment planning or the treatment itself, we will pass the clinical questions to the partner clinic and coordinate its response to you, because clinical matters can only be answered by the treating clinicians. We will keep you informed while this happens.
If you are not satisfied
If you are not satisfied with our response, you can ask for it to be reviewed by a senior member of New Look Smile Group. You also remain free to seek independent advice at any stage, for example from a dentist in the United Kingdom, a consumer advice service or a solicitor. If your complaint concerns how we handled your personal information, you can also contact the UK Information Commissioner’s Office; see the Privacy Policy.
Contact
New Look Smile Group — [email protected].
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