1. Purpose
We are committed to providing the highest quality of services and care to our users, patients and donors, and we value your support and our relationships. We also value the chance to put right anything you feel we may have done wrong.
2. Scope
This policy applies to all service users, patients, and donors who wish to make a complaint regarding any aspect of our services.
3. How to Make a Complaint
If you have a complaint regarding any aspect of our services, please email our complaints team at complaints@anthonynolan.org
4. Information Required
If you contact us with a complaint, please tell us:
- The department which you feel is the source of your complaint (i.e. Donor & Transplantation Services, Patient Services, Laboratory Operations, Cell & Gene Therapy Services (this includes the Cord Blood Programme), Data and Analytics, Engagement (Communications, Marketing and Register Development), Fundraising, Finance and Resources, Technology, Research, Chief Executive Office, Strategy)
- What happened
- When it happened
- Who was involved
- Whether it’s an original complaint or a follow-up to a reply with which you were not satisfied
- What action you’d like us to take
- Your full postal address, telephone number, and email address (if you have one)
5. Complaint Handling Process
Acknowledgment: We will acknowledge receipt of your complaint within 3 working days.
Assessment: We will assess the complaint and determine the appropriate course of action.
Investigation: A thorough investigation will be conducted and this may involve contacting you for further information. After 14 working days, we will give you an update if the investigation is still ongoing.
Resolution: We will aim to resolve the complaint within 30 working days. If more time is needed, we will keep you informed of the progress and the expected resolution date.
Response: You will receive a response through your preferred mean of communication, detailing the outcome of the investigation and any actions we have taken to resolve the issue.
6. Escalation
If you are not satisfied with the resolution of your complaint, you can request a review by a senior staff member.
7. Confidentiality
All complaints will be handled confidentially and in line with our privacy policy. Information about the complaint will only be shared with those who need to be involved in the investigation.
8. Contact Information
For any inquiries about this policy or to make a complaint, please contact us at:
complaints@anthonynolan.org