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<h1>What should I do when we have complaints regarding my order?&nbsp;</h1>
We always do our best to ensure that the number of active sperm cells equals the stated motility or more (e.g., a MOT10 straw includes at least 10 million active sperm cells per milliliter sperm), and in many cases, the sperm sample will prove to have a higher motility than stated. However, if, after following our straw-handling protocol, the post-thaw count shows a motility that is more than 20% lower than the stated motility of the sperm sample, please fill out this <a href="https://powerforms.docusign.net/2bb0e9db-598a-4ca6-b3cf-079d1ac9c349?env=eu&amp;acct=6321119a-a2f8-4016-8a0d-f6faca12d576&amp;accountId=6321119a-a2f8-4016-8a0d-f6faca12d576">Complaint Form</a>, and we will then, together with our laboratory staff, evaluate your claim. If you have any questions, you are welcome to contact our Clinic Account Team.

Question links

<a title="Is it possible to have straws stored at Cryos?" href="/en-gb/dk-shop/professional/faq/ordering/is-it-possible-to-have-sperm-straws-stored-at-cryos/">Is it possible to have straws stored at Cryos?</a>
<a title="What should we do when we have complaints regarding our order?" href="/en-gb/dk-shop/professional/faq/ordering/what-should-i-do-when-we-have-complaints-regarding-my-order/">What should we do when we have complaints regarding our order?</a>

Ordering

<a title="How should we advise our patients regarding future contact with ID Release Donors?" href="/en-gb/dk-shop/professional/faq/donors/how-should-i-advise-my-patients-regarding-future-contact-with-id-release-donors/">How should we advise our patients regarding future contact with ID Release Donors?</a>

Donors

<a title="How does Cryos ensure that the maximum family limit is not exceeded?" href="/en-gb/dk-shop/professional/faq/regulations/how-does-cryos-ensure-that-the-maximum-family-limit-is-not-exceeded/">How does Cryos ensure that the maximum family limit is not exceeded?</a>
<a title="How can Cryos ensure compliance with regards to pregnancy quotas in your country?" href="/en-gb/dk-shop/professional/faq/regulations/how-can-cryos-ensure-compliance-with-regards-to-pregnancy-quotas-in-my-country/">How can Cryos ensure compliance with regards to pregnancy quotas in your country?</a>

Regulations

<a title="How to thaw the sperm straws before use?" href="/en-gb/dk-shop/professional/faq/how-to-handle-sperm-straws/how-to-thaw-the-sperm-straws-before-use/">How to thaw the sperm straws before use?</a>
<a title="When should I perform a microscopic sperm analysis to define the MOT level?" href="/en-gb/dk-shop/professional/faq/how-to-handle-sperm-straws/when-should-i-perform-a-microscopic-sperm-analysis-to-define-the-mot-level/">When should I perform a microscopic sperm analysis to define the MOT level?</a>
<a title="How should I handle the sperm upon delivery?" href="/en-gb/dk-shop/professional/faq/how-to-handle-sperm-straws/how-should-i-handle-the-sperm-upon-delivery/">How should I handle the sperm upon delivery?</a>