How to make a complaint and how we handle it.

If we have not met your expectations, there are a number of ways in which you can tell us.

Raising a complaint in person at the time of incident / event.

We aspire to resolve complaints, where possible, at the first point of contact.

If you wish to raise a complaint at the donation session you have attended a senior nurse will record the complaint on a NIBTS Contact Record Form.  The nature of the complaint will be documented, and read back to you, to ensure the complaint captures the full nature of the grievance.  The nurse will ask you for contact details so when the complaint is passed to the appropriate manager, they will be able to respond to you. Your complaint will be returned to NIBTS Head Quarters at the end of the Donation Session, where it will be passed to the appropriate Manager the next day.  If you raise your complaint at NIBTS Head Quarters, your complaint will be passed to the appropriate manager the same day.