DKMS UK views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right with the person or organisation making the complaint.
The organisation aims to:
✓ Be transparent about its complaints policy and procedure
✓ Ensure the provision of a fair complaints procedure which is clear and easy to use
✓ Ensure complaints that require investigation are investigated fairly and in a timely manner
✓ Ensure all key stakeholders are trained to address complaints received
✓ Gather information to aid the organisation to continually improve.
You can contact us in whichever way is most convenient to you:
By phone: please call 020 8747 5620, Monday to Friday 9am to 5pm. Outside of these hours, leave us a message and a contact number and we will return your call.
By email: please email complaints@dkms.org.uk.
By post: DKMS Foundation UK, Ashburnham House, Castle Row, Horticultural Place, Chiswick, London W4 4JQ. Please ensure your name, address and contact telephone number are included in your email or letter so that we can get in touch with you easily.
Please note that all complaints not initially submitted in writing should be followed up by email or post.
Written complaints should be submitted as soon as you find out there is a problem or within six months of the event.
Your written complaint should include:
• information on the issue you are complaining about
• when and where it happened
• information on the people involved and their job or position
• information about what you have already done e.g. if you have already spoken with someone
• questions you would like DKMS UK to answer.
Complaints received will be acknowledged within two working days of receipt. DKMS UK anticipates to complete and deliver the investigation result within five working days.
If your complaint is upheld, you have 10 working days to take further action. If the complaint is not upheld or you feel the resolution is unsatisfactory, you have 10 working days to appeal.
Download our Complaints policy document for full details of how we handle complaints.