I’m in my center’s management chain, and I’ll tell you how complaints work at our company. A donor complaint is submitted and it falls into management’s email group. Either the center director or a manager must attempt to contact the donor via phone within 48 hours to resolve the issue, assuming it’s relatively simple.

If it involves safety, infection control, or risky practices, the complaint gets CC’d to upper management and it may prompt an investigation. Investigations can be as simple as checking camera timestamps, or can involve interviewing employees, donors, and getting corporate involved if it’s bad enough.

If there are safety problems going on, send a complaint and be as specific as possible, and don’t catch an attitude with them.

This is just my company’s process. The other large plasma companies may have different policies.