Concerns and complaints

Your experience matters to us. We want to meet the needs of everyone who uses our services and are committed to providing a high quality service.

We know we do not always get things right. If you are unhappy with any part of the service you receive, we want to hear from you. We will investigate your concerns and provide a full and timely response.

How to make a complaint

There are several ways you can contact us:

NHS Blood and Transplant 
Charcot Road
London 
NW9 5BG

To use Text Relay, dial: 18001 0300 1232323.

To use text chat, please SMS: 07860 034343.

For more information about how to raise a concern and what happens next, see our Blood Donation Complaint Policy (PDF 180KB).

Can I get a help making a complaint?

Yes. Advocacy services are available to support you. They can help you:

  • understand the complaints process
  • write letters
  • attend meetings with you

You can find services in your area at:

When should I make a complaint?

You should make your complaint as soon as possible, and within 12 months of the event. This helps us investigate while details are still clear.

How will I know you have received my complaint?

We will acknowledge your complaint within 3 working days of receiving it.

If you submit a complaint using our online form, you will see a confirmation screen once it has been sent.

What happens next?

The most appropriate team will investigate your concerns. We will contact you either by phone or in writing.

How long will it take to respond?

We aim to provide a final response within 18 working days.

If your complaint is complex or involves multiple services, it may take longer. If so, we will let you know as soon as possible.

What if I am not happy with the response?

If you are not happy with our response, we are happy to discuss this further with you.

If you still feel your complaint has not been handled fairly, you can contact the Parliamentary and Health Service Ombudsman. This is a free service that makes final decisions on complaints about the NHS and other public organisations.

To contact the Ombudsman: