Grievance Process

FACT addresses complaints and grievances related to its business of accreditation. It is FACT’s goal to conduct investigations, derive conclusions, and enact remedial steps in a respectful and confidential manner to both the complainant and the subject of the complaint or grievance. Refer to FACT's Hearsay Policy and Reviewing Complaints and Grievances SOP.

Please note the following prior to submitting a complaint or grievance:

• FACT will only review complaints and grievances that are specific to the Cellular Therapy Standards; the Cord Blood Standards; and/or the FACT Board of Directors, committee members, inspectors, staff, and/or accreditation process.
• FACT does not address grievances related to the individual management of a patient unless it directly relates to a standard.
• FACT does not review any complaints related to unaccredited organizations.
• For grievances related to the services of a FACT accredited or applied program or bank, the complainant will be instructed to first file a complaint with the program or bank.
• If a grievance contains material evidence of violation of laws or regulations, FACT will request legal review and consultation from its attorney.

Methods for reporting a complaint or grievance include:

1. written or electronic correspondence, and/or
2. verbal correspondence.

If additional information is requested from the complainant, the information must be provided in 30 days or the complaint or grievance will be closed.

To submit a complaint or grievance, complete the Compliant and Grievance form.  If there are any questions contact:

Quality Manager