Anthony Nolan Operations. Cord Blood Bank and Laboratory Complaints Policy 

Amongst others, we value all the people who volunteer to be members of our registry and those that use our services. If you think we have done something wrong, you are welcome to use this opportunity to allow us to put it right. If you have a complaint regarding any aspect of our professional services, please feel free to email our Quality Manager: kieran.herrity@anthonynolan.org 

When you contact us with a complaint, please remember to tell us:
•The department that you feel is the source of your complaint (i.e. Operations, the Cord Blood programme or the Histocompatibility laboratory)
• What happened
• When it happened
• Who it involved
• Where it happened

If you wish to put your complaint in the form of a letter, please address the correspondence to:
The Quality Manager
Histocompatibility Laboratories
Anthony Nolan 
The Royal Free Hospital
Fleet Road
NW3 2QG
Alternatively, the charity Quality Manager can be reached by phone directly by calling 0207 284 8309
 

We value your feedback

The views of our supporters and the wider public are important to us and we take feedback very seriously. We hope you’ll be fully satisfied with the activities, but if you have a complaint about our fundraising we want to hear from you. We’ll address your complaint and respond to it as quickly as possible.

Our commitment to you

We value your support and our relationships. We also value the chance to right anything you feel we may have done wrong. We will not discriminate against you in the future because you have made a complaint. We will instead do our utmost to resolve and discuss the issue.

What we need to know

When you contact us with a complaint, please remember to tell us
• what has happened
• when it happened
• who it involved
• where it happened
If your complaint involves any of our printed material, then we would be grateful if you would send this to us, to better enable us to understand your complaint.

To help us investigate your complaint, please provide as much of the following information as possible when you contact us:
• Whether it’s an original complaint or a follow-up to a reply you were not satisfied with
• A clear description of the complaint and what action you’d like us to take
• Your full postal address, telephone number, and email address (if you have one)
 

What happens when I complain?

If you make a formal complaint about our fundraising activity, you should expect to hear from us within 14 days of us receiving it. We aim to respond in full within this time, but if this isn’t possible we’ll inform you that we are looking into your complaint with details of when you can expect a full reply.

Our Complaints Coordinator will pass your complaint to the most appropriate person for investigation. This depends on the fundraising activity in question, and the person who had responsibility for organising it. Your complaint will be investigated, and within 30 days of us receiving your complaint, the outcome of our investigation will be sent to you in writing. If we are unable to complete our investigation within 30 days (for example, for reasons of absence of a key staff member or because information is outstanding from an agency), we will contact you to outline the situation.

What happens if I am not satisfied with the outcome of your investigation into my complaint?

When we contact you, we’ll also give you options if you are not satisfied with our reply.Depending on the nature of your complaint, you can refer your complaint to the Fundraising Standards Board, provided that you do this within two months of receiving our response. We’ll provide you with the necessary details when we contact you with the outcome of our investigation.