How to make a complaint about our service or report a potential blood pack defect

We have recently updated both our process for managing complaints from hospitals, and the complaint form for hospitals to use. The document and complaint form are now available on our webpage. There is also a separate form for reporting potential pack defects. 

You can raise your dissatisfaction either by email, verbally to your customer service manager or by using the form on the webpage. Whichever way you prefer, it is important you include the following:

• the name of your hospital
• the time and date of the incident
• relevant reference numbers (for order/delivery/sample)
• 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. 

Delia Smith - Projects and Customer Insights Manager, Hospital Customer Service