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

No. The Human Fertilisation and Embryology Act (2008) prohibits any attempt to create a child by reproductive cloning.

We chose the five hospitals in Manchester, London and Leicester because they have high birth rates, and are in ethnically diverse areas. At these five sites we are able to collect enough high quality cord blood to maintain a cord blood bank size that can meet the needs of patients now and in the future.

We run our cord blood bank as a public bank to help anyone around the world who needs a stem cell transplant. It doesn’t cost anything to donate cord blood to our programme.

Commercial cord blood banks charge to collect and store babies’ cord blood for private family use.

We use cord blood in ethically approved research if it doesn’t contain enough stem cells to bank for a potential transplant recipient, or where we are partnering with an external researcher carrying out research into new lifesaving therapies.

We store it until someone needs it for a transplant (or for research, if the blood doesn’t have enough stem cells to use for a transplant). We can store cord blood indefinitely, frozen in cryogenic tanks at temperatures of around -190°C.

We can’t guarantee it. We may not collect/store your cord blood because:

• your temperature has risen and you have an infection
• your membranes rupture prematurely
• there isn’t enough blood in your placenta and cord to collect
• there’s a mechanical failure with the equipment used
• other medical issues
• an accredited person may not be available to conduct the collection. For example, if lots of women who have signed up to donate give birth around the same time. Cord blood needs to be collected immediately to be effective.

It’s an easy process, and only happens after the birth and afterbirth are over and you’ve done all the hard work.

Our specially trained staff will take your baby's cord and placenta away to another room to extract the blood. You’ll barely even know they’re there. It’s totally risk- and hassle-free for mother and baby.

Anthony Nolan employs teams of dedicated collectors so that we don’t place any demands on your midwife or consultant.

Read about the exact process on our How can I donate my umbilical cord? page.

Most mothers can donate their baby's cord blood. But there are some medical conditions and lifestyle factors which mean you can’t.

Visit our Register your interest page and fill out our form.