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 retail.admin@acorns.org.uk or call 01564 825093.
For fundraising or anything else, email supporterservices@acorns.org.uk or call 01564 825 037.
If you wish to raise any concerns, you may do this in a number of ways:
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
The Senior Care Management team will review quarterly complaints received, outcomes and any lessons to be learnt.
External to Acorns, interpreters will be made available to establish good and clear communications, when necessary, with Acorns meeting the financial cost.
At every stage of the complaints process, all complainants will be helped to feel comfortable and that their complaint will be acted upon and valued.
On being accepted as an Acorns client, a copy of the Acorns Complaints Procedure will form part of the Welcome Pack of information given to families. All families will receive a copy of the Complaints Procedure within 28 days of being accepted as an Acorns client.