Accountability
Complaints Procedure
If something has not gone as it should, we would rather hear it directly. This page explains how to raise a concern and what happens next.
Medical emergencies are not complaints
If you have urgent or emergency medical symptoms, do not use this process. In the UK, call 999, attend A&E or contact local urgent care services. Emergency medical concerns must go to emergency services, not to a complaints inbox.
Service complaints
How a complaint is handled
This process covers pathway coordination and service — communication, scheduling, information and administration.
- 01
Send us the details
Email armeniasurgerytravel@gmail.com with the subject line “Complaint”. Please include your name, the email address you originally contacted us from, what happened and what outcome you are looking for.
- 02
Acknowledgement within 5 UK working days
We acknowledge every complaint in writing within 5 UK working days so you know it has been received and who is reviewing it.
- 03
Substantive response within 20 UK working days
We aim to provide a substantive response within 20 UK working days. If a matter needs longer — for example because it requires input from the clinical team in Armenia — we will tell you why and give you an expected timescale.
Clinical complaints
Complaints about surgery, clinical treatment or clinical decision-making are matters for the medical provider. Where you raise a clinical complaint with us, it is referred to the relevant medical provider and clinical team — Dr Mariam V. Manukyan and MEDinES Medical Center, Yerevan — so that it can be reviewed by the clinicians responsible for your care. We will confirm to you when a complaint has been referred.
How to contact us
Email armeniasurgerytravel@gmail.com with the subject line “Complaint”. Written complaints let us keep an accurate record and respond properly.
Related pages
Our Website & Booking Terms explain how pricing, deposits and complication limitations work, and our Privacy & Enquiry Data page explains how your information is handled.