Feedback and complaints

We aim to provide the best service and care for the babies, children, young people and families we support. We would love to hear from you when we get it right but also when we get it wrong, so we can continually improve.

Click here to fill out our form to raise a concern or leave feedback.

If you would like to speak to someone about your complaint, please get in touch:

For our care services, email DrakesCourt.CareAdmin@acorns.org.uk or call 01564 825 037. Please read the information below regarding our complaint process.

For retail services, email RetailSupport@acorns.org.uk or call 01564 825093.

For fundraising or anything else, email supporter.services@acorns.org.uk or call 01564 825 037.

Feedback about our care

If you wish to raise any concerns, you may do this in a number of ways:

• By talking to a member of staff
• By talking to a manager:
  • Matron
  • Family Service Team Manager
• By talking to the Director of Care Services

If you need an interpreter, Acorns will assist you with this. Following this, if you are not satisfied, we would encourage you to make a complaint.

If you wish to discuss a complaint with the Care Quality Commission, the Lead Office is:

Care Quality Commission National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

Complaints process for Acorns Children’s Hospice

At Acorns, we value the opinions and feedback of our supporters, stakeholders, and members of the public. We understand that complaints may arise from time to time, and we are committed to addressing them promptly and fairly. This complaints process is designed to provide a transparent and efficient mechanism for handling complaints and ensuring that they are resolved to the satisfaction of all parties involved. 

Lodging a complaint

Complaints can be submitted in person, by telephone or in writing via email, post, or through an online form available on our website.

Complaints should include the complainant’s name, contact details, and a clear description of the issue or incident that is the subject of the complaint.

Complaints must be submitted within a reasonable timeframe after the incident or issue occurred, preferably within 30 days.

Initial acknowledgment

Upon receiving a complaint, we will send an acknowledgment within three working days, confirming that the complaint has been received and providing an overview of the complaints process.

The acknowledgment will include the contact details of the person responsible for handling the complaint and their estimated response time.

Complaint assessment

A designated staff member, usually an SLT (Senior Leadership Team) member not directly involved in the issue, will be appointed as investigating officer and review the complaint and gather any necessary information or supporting documentation.

The investigating officer will assess the complaint objectively and thoroughly, taking into consideration all relevant facts and circumstances.

Investigation

If deemed necessary, a more detailed investigation may be conducted to gather additional information or interview relevant parties involved.

The investigation will be carried out promptly, respecting the principles of confidentiality and impartiality.

Communication and resolution

We will provide a substantive response to the complainant within seven working days of receiving the complaint, or as soon as practically possible.

The response will include an explanation of the findings, any corrective measures or actions taken, and, if applicable, an apology or acknowledgement of the issue.

If the investigation requires more than seven days to complete, we will inform the complainant and provide an updated timeline for response.

Appeals

If the complainant is not satisfied with the initial response, they may make an appeal against the decision.

The appeal will involve a review by an Executive Director or the CEO, who will assess the matter independently and provide a final resolution within 14 working days. We reserve the right to appoint an independent person to conduct the appeal.

Confidentiality and privacy

All complaints will be treated confidentially, and personal information will only be used for the purpose of resolving the complaint.

Complaint details will be shared only with relevant individuals involved in the complaints process.

Continuous improvement

We view complaints as an opportunity to learn and improve our practices. Feedback received through the complaints process will be carefully evaluated to identify areas for improvement and implement necessary changes.

Consequently, we reserve the right to treat any feedback as a complaint, even if it is not fully raised as such.

External options

If the complainant is dissatisfied with the outcome of the internal complaints process, they may seek external resolution through appropriate regulatory bodies or alternative dispute resolution mechanisms.

Get in touch