Sanquin Reagents strives to offer the best quality products and services to our customers. We therefore appreciate active customer feedback when your demands are not met. There are several ways to report a problem or file a complaint.
- If you are located outside the Benelux, please contact your local distributor
- If you are located in Belgium, Luxemburg or The Netherlands
- Call: +31 20 5123599
- Send an e-mail to Reagents@sanquin.nl
Information to have at hand in case of a problem or complaint:
- laboratory name
- address
- telephone number
- date of problem/complaint
- name of complainant
- delivery note (number) / invoice number
In case the problem or complaint concerns a product:
- product code number = REF on the product label
- batch / lot number = LOT on the product label
- expiry date
It may be necessary to supply:
- list of results/raw data
- reference curves
- comparison methodology
- procedures used (dilutions, incubation times, instruments)
- frequency of problem
- storage conditions
- specific samples for investigation at Sanquin; return of the product in question
Sanquin will:
- provide a reference number, within one working day after receipt of the complaint (if this complaint concerns a product and NOT a service)
- provide the name of the contact person, who will handle your problem
- investigate underlying causes
- reply within 30 days, notify of results and/or any further action
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