Progress

NHS Supply Chain Complaints Form

We are sorry that you have found cause to complain.

Before proceeding with your complaint please note that we need as a minimum your Requisition Point and if possible, your Requisition Number to process your complaint. If we do not have this information our ability to investigate will be limited and may slow our response time.

You can find this information on

Delivery Note (PAN)
TR reporting
Online Ordering (latest orders if a recent order)
You can also contact your Customer Service Advisor for assistance

Fields marked with * are mandatory as this is the minimum amount of information required to progress your complaint.
Thank you for taking the time to complete this short form.

SCCL takes the privacy and security of individuals and their personal information very seriously. We request your contact details to allow us to perform a thorough investigation of your complaint. If you give permission, we may share your details with our supplier to arrange collection of a product or gain additional information, if you do not give permission we will act as an intermediary, which may slow the investigation.

To have your details removed from our complaints management system or gain further information by contacting us at qualityteam@supplychain.nhs.uk or by viewing our privacy notice .

Contact Details

We may need to contact someone for further information to assist the processing of your complaint. Please therefore provide the details of the individual who identified the product issue in the first instance or details of how to contact them if this is not the individual completing the form.

Full Name (*) Add Second Contact Second Contact Full Name (*)

Please enter your full name

Department (*) Second Contact Department (*)

Please enter your department details

Telephone Number (*) Second Contact Telephone Number (*)

Please enter the telephone number you wish to contacted on

Extension Number Second Contact Extension Number

Please enter the extension number of the main contact

Contact Email Address (*) Second Contact Email Address (*)

Please enter the email address of the main contact

Best Contact Period Second Contact Best Contact Period

Please select the ideal time of day for contact

Product Details

We need to identify the product so we can investigate. Please provide as much detail as possible as this will support our investigation into your complaint, any additional information you provide will also help. Entering the NPC code will auto-populate the information below, information can also be found on the NHS SC catalogue.

National Product Code (*)

Please enter the National Product Code of the product related to this complaint.

The NPC is an alpha-numeric code, which can be found on the NHS SC catalogue for all products, you can also obtain this information from your procurement department.
It is CRITICAL that we have the correct code, as without it we will be unable to progress your complaint and will result in a delay for resolution.

Manufacturers Product Code (*)

Please enter the Manufacturers Product Code of the product related to this complaint.

The MPC is a unique number that is issued by manufacturers to identify individual products. Normally, the MPN of a product is a series of numbers and letters and can often be located on the package or cover of the product, the product code is sometimes found above or below the barcode.

Product Type

Please select the product type.

GTIN

Please enter the GTIN Number of the product if known.

A GTIN is a Global Trade Item Number that uniquely identifies a product. The GTIN can sometimes be found beneath the barcode and is often called the barcode number.

Brand

Please enter the Brand of the product.

Product Description

Please provide as much detail as possible relating to the product, this will help us to process the complaint.

Product Details

To help the manufacturer undertake a thorough investigation of the issue they will need the products unique code, such as Batch/Lot or Serial Number. Without a unique code the manufacturer will be limited to the depth of investigation or unable to investigate the defect at all, in some case the item may be returned to the manufacturer, resulting in delays.

Please provide the products unique code, such as Batch/Lot or Serial Number

Lot numbers are used to track items throughout the manufacturing process and can be used to identify recalled items or products with defects. You can find lot numbers on the packaging of many products, which may be printed as a series of letters and numbers or as a barcode

Other information (e.g. no. of items affected etc)

Please detail the number of items affected if applicable

Please enter use by / best before date, if applicable

Complaint Details

Detailed description of your complaint (*)

Please give as much detail relating to your complaint as possible.

What is your desired outcome? (*)

Please select an outcome from the list above.

Order Details

To help us identify your order we need the following information. You can find this information on the: Delivery note paperwork, TR reporting or on ecomm in online ordering. You can also contact your Customer Service Representative for assistance.

Order Number

Please enter your NHS Supply Chain Order Reference number. (If the reference starts with "VT/" or similar, enter the characters after the "/")

Requisition Point Number

Please enter the Requisition Point Number.

Requisition Point Name

Please enter the Requisition Point Name.

Trust Name (*)

Please search or scroll to select your Trust name.

District/Hospital Name (*)

Please search or scroll to select your District/Hospital name.

Order Details

Delivery Address

Please enter the delivery address if the address is different to the organisation address.

Postcode

Please enter the delivery postcode.

Delivery date of item

Please enter the date the item(s) were delivered

Depot served by

Please enter the NHS Supply Chain Warehouse you received your product(s) from.

Supplier (if other than NHS Supply Chain)

Please enter the non-NHS Supplier Warehouse you received your product(s) from.

Supplier Location/Depot

Please enter the Supplier location.

Delivery note number

Please enter the number detailed on the delivery note for the product(s).

Outside Bodies

Has the Environmental Health Officer (EHO) been notified? (* - if food product)

Has this been reported to the MHRA? (* - if not food product)

Do you have samples available? (*)

Please retain the affected sample where possible and within infection prevention and control (IPC) guidance. To enable a full investigation, the supplier may ask you to return the sample or samples from the affected batch to them for analysis.

Has any patient and/or user harm occurred? (*)

Could a patient be harmed if no action were taken? (*)

Attachments

Add Attachment

Please select a maximum of 3 files with the following file size limits: images - 6MB, documents - 3MB.
To select more than one attachment, please ensure the files are in the same folder.

Please attach any supporting documents or pictures to your complaint.

Summary

Check your answers before sending your complaint form

Full Name: Change
Department: Change
Telephone Number: Change
Extension Number: Change
Contact Email Address: Change
Second Contact Full Name: Change
Second Contact Department: Change
Second Contact Telephone Number: Change
Second Contact Extension Number: Change
Second Contact Email Address: Change

NPC Code: Change
Manufacturers Product Code: Change
Product Type: Change
GTIN: Change
Brand: Change
Product Description: Change
Batch/Lot or Serial Number: Change
Other Information: Change
Use By Date: Change

Detailed description: Change
Desired Outcome: Change

Order Number: Change
Requisition Point Number: Change
Requisition Point Name: Change
Trust Name: Change
Hospital Name: Change
District: Change
Delivery Address: Change
Postcode: Change
Delivery date of item: Change
Depot served by: Change
Supplier (if other than NHS Supply Chain): Change
Supplier Location/Depot: Change
Delivery note number: Change

Environmental Health Officer notified?: Change
Has this been reported to the MHRA?: Change
Do you have samples available?: Change
Location for Sample collection: Change
Has any patient and/or user harm occurred?: Change
Could a patient be harmed if no action were taken?: Change

Added Attachments: Change

Now send you application

We may need to pass your details to a third party such as the supplier of the product you have detailed on this form. This may be to arrange the collection of samples, delivery of a new product, or gain further details on the complaint. To do this we need your consent. If you opt out of this, The NHS Supply Chain will act as an intermediary and contact you.

You can withdraw your consent at any time by providing your complaint reference number (issued at the end) to qualityteam@supplychain.nhs.uk who will remove your details.

I consent to my details to being shared?(*)

Your details will be sent to Supply Chain to begin your registration.