Complaints and compliments

Giving a compliment

We value compliments because they help us to know what’s good, what we should continue doing and mean our staff understand they're appreciated.

Excellent customer service can often be taken for granted and we can sometimes forget to thank the person who provided us with information we wanted, or helped us with a situation.

If you would like to give a compliment, telephone 0208 201 3107 or email NHSBTCustomerService@nhsbt.nhs.uk 

Making a complaint

If you wish to make a complaint please complete our form (Word 254KB)

Complaints policy

• Read our policy for managing complaints (PDF 246KB)

Contact the right team

Who you need to contact depends on if you are discarding the defective units or if you want us to discard them: 

• Customer Services - if you are discarding 
• Hospital Services - if you want us to discard 
  
  

How to report 

Can you discard the pack(s) on site?

If yes, then: 

1. Take a photo of the damaged component
2. Complete our complaint form including the donation numbers of any contaminated units
3. Discard the leaking / contaminated units
4. Email a completed complaint form. This form is available to download from the 'How to make a complaint' section on this page
5. Submit a replacement order on OBOS and discuss with Hospital Services if the order is urgent
6. Submit a credit request 

If no:

1. Contact Hospital Services
2. Is it a single unit?
3. If yes go to step 4. If no, go to step 5
4. Hospital Services will arrange a bio bottle to be sent to your blood bank
5. If you are returning a whole transport container, please secure it and mark for the attention of Hospital Services
6. Return the bio bottle with the complaint form or the whole transport container on your next routine round
7. Submit a replacement order on OBOS, and discuss with Hospital Services if the order is urgent
8. Submit a credit request