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

You can raise your concern either by email, verbally to your customer service manager or by using the form below. 

Whichever way you prefer, it is important you include the following:

• the name of your hospital
• the time and date of the incident
• the relevant references - donation number(s) / order number(s) / sample number(s)
• details of any patient impact
  
  

These details are critical: they give us all the information we need so we can fully investigate your complaint immediately after you have reported it. 

• Report your complaint (Word 42KB)

Our process for managing your complaints

For detailed information about how NHS Blood and Transplant manages complaints from hospitals, please refer to our process document.

• How we handle complaints from hospitals (PDF 246KB)

Complete the form for reporting potential pack defects 

Download the form for reporting potential pack defects (Word 247KB)

How to discard defective units

Who you need to contact in order to discard defective units depends on if you are discarding the units or if you want us to discard htem The contact points are:

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

If you are discarding the units follow these steps:

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

Follow these steps if you want us to discard the units:

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