At our Laboratory, the quality of our services and customer satisfaction are top priorities. For this reason, we have established a transparent and effective procedure for handling complaints and feedback.

How to Submit a Complaint

Our clients can submit complaints or feedback through the following methods:

• Online: By completing the complaint submission form below.
• Email: By sending a message to info@istomedica.gr
• Phone: By calling +30 210 7470244
• In person or in writing: At our premises, 92 Michalakopoulou Street, Athens, GR-11528

All complaints are handled with strict confidentiality.

Complaint Management Procedure

1. Receipt & Recording
   All received complaints are documented using a dedicated form within our Quality System (Form E.150-1 – Non-Conformity Report and Corrective/Preventive Actions).
2. Evaluation & Investigation
   Our team — consisting of the Quality Manager, the Director of Administrative & Financial Services, and the Scientific Supervisors — investigates the complaint. Our goals are:
   • To verify the cause of the complaint.
   • To ensure the investigation is conducted by staff not involved in the initial process.
   • To avoid any form of discrimination or bias.

1. Customer Notification
   Once the investigation is complete, the customer is informed of the outcome and any actions taken.
2. Corrective Actions (if necessary)
   If deemed necessary, we implement corrective actions to prevent similar incidents in the future.
3. Monitoring & Improvement
   The complaint is treated as an opportunity to improve our Quality System and may lead to the initiation of unscheduled Internal Audits.

Our Commitment

Our team is committed to addressing every complaint with seriousness, transparency, and impartiality, with the aim of continuously improving the quality of our services.