Complaints and compliments

Making a complaint

If you want to make a general complaint please complete sections A and C of our complaint form (Word 132KB)

Reporting a pack defect

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 

Please follow this process (PDF, 31KB ); accessible version of the PDF:

Can you discard the pack(s) on site?

If yes, then: 

  1. Take a photo of the damaged component
  2. Complete FRM547 (Word 132KB) including the donation numbers of any contaminated units
  3. Discard the leaking / contaminated units
  4. Email a completed FRM547 and the photograph to Customer Services or your customer service manager
  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 FRM547 (Word 132KB) 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

Requesting a credit 

You can request a credit after completing our complaint form.

Our complaints procedure

Giving a compliment

Excellent customer service deserves appreciation but often we take customer services for granted and don't thank the person or team who provided us with information we need or helped us with a situation.

Why give a compliment ? Your compliments help us to know what’s good and what we should continue doing and our staff understand they're valued.

So if you've had excellent service from us please give us a quick call on 01865 381042 or email NHSBTCustomerService@nhsbt.nhs.uk 

Compliment for Hospital Services and drivers... we had some products that needed to be delivered as a matter of urgency. (The staff ) were true professionals in helping us with this matter, despite the short notice and hectic turnarounds. Thank you so much! As an add-on, we really appreciate the hard work HS and the drivers do for us. We are a very demanding hospital and the help we get from everyone at NHSBT is always extremely professional and understanding.


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