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Welcome to Acorn Stairlifts

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How we deal with complaints

At Acorn, we always aim to do our best but unfortunately there may be times when things do not go according to plan. If you have a complaint about any part of our service, we want to hear from you so that we can improve what we do, and more importantly, so that we can resolve your problem.

We take any feedback very seriously and always aim to resolve customers’ problems promptly.

We acknowledge all complaints by the next working day. Our Customer Relations team headed by Catherine Beecroft will investigate and liaise with the most appropriate department in order to address the issue. If a complaint is not resolved within one week it will be personally reviewed by the Operations Manager. We will work hard to resolve the problem as quickly and efficiently as possible. Where your case is complex or involves a number of issues, we may need some time to make sure that we have covered everything. We will keep you regularly informed while we do so.

 

Our Customer Helpdesk is available for breakdown and service requirements 24 Hours 365 days a year

Freephone: 0800 232222

Email: customerservices@acornstairlifts.co.uk

 

Our Customer Relations Team is available to hear your feedback or concerns Monday to Friday from 9.00am to 5.00pm

Freephone: 0800 0739 777

Email: customerrelations@acornstairlifts.co.uk

 

And we will:

  • Acknowledge your complaint by the next working day;
  • Tell you who is dealing with your complaint and provide you with a contact address and telephone number;
  • Carry out a thorough investigation into the matters you have raised and take appropriate action;
  • Maintain regular contact until the complaint is resolved;
  • Aim to resolve all complaints within 3 weeks.

If you are unhappy with the outcome of a complaint and have exhausted our complaints process, you can approach the British Healthcare Trades Association (BHTA) for mediation and, as a member, we will participate in this process. BHTA can be contacted at:

New Loom House, Suite 4.06, 101 Back Church Lane, London E1 1LU

Tel: 020 7702 2141

Email: complaints@bhta.com

Web: http://www.bhta.net/home/complain.html

Ease-of-Use Commendation

Approved by experts

We are proud at Acorn to be the only stairlift manufacturer to be awarded with the Arthritis Foundation’s prestigious Ease-Of-Use Commendation.

Customer feedback

Don’t just take our word for it, read some real customer testimonial letters by clicking here

Our customer service advisor

“Our customers in the last 6 months have rated our overall service at an average score of 9 out of 10.”

Outdoor stairlift customer service advisor

“Worldwide, an Acorn Stairlift is installed every 9 minutes, and every year thousands of customers recommend us to their own friends and family.”

Our Recent Customer Feedback

Excellent customer service and easy to use product. Now able to go upstairs whenever I like and not restricted to only using the stairs once a day. 

Mrs M Stobbs - Colchester

Mrs M Stobbs , Colchester

My stairlift has made such a big difference in such a short time. I have my independence back again.

Mrs D W Goode - Huntington

Mrs D W Goode, Huntington

It is great to get upstairs without pain, many thanks. Also the employees were second to none.  

Mrs A Miller - Carrickfergus

Mrs A Miller, Carrickfergus

My wife has complete freedom to use the stairs without the fear of falling. 

Mr J McConway - South Shields

Mr J McConway, South Shields

The stairlift is FAB I can use it when ever without needing any assistance so I am more independent. Thankyou Acorn. 

Mrs S Gardner - Gloucestershire

Mrs S Gardner , Gloucestershire

My stairlift was perfectly installed with no mess. It is great.

Mrs A Trickett - Grimsby

Mrs A Trickett, Grimsby

I am no longer a prisoner of my own home.  

Mr B White - Wales

Mr B White, Wales

My stairlift has made my everyday life much easier. 

Mr G West - Essex

Mr G West , Essex

It has enabled us to stay in the family home. 

Mrs M Clarke - Devonshire

Mrs M Clarke , Devonshire

I no longer feel restricted in my own home. 

Ms V Watson - Colchester

Ms V Watson, Colchester