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.

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