1. Why Complain
Complaints provide Adult Social Care Services with valuable feedback about what is not working so well and gives us the chance to put things right and improve how we can deliver the service in future.
2. Who Can Complain?
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A Service User - the person who gets an Adult Social Care Service
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Someone acting on behalf of the service user (with their consent)
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Someone acting on behalf of a service user who has died.
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Someone acting on behalf of a service user who is unable to make the complaint themselves because of
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physical incapacity
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lack of capacity within the meaning of the Mental Capacity Act 2005
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has requested the representative to act on their behalf
3. What can I complain about?
A complaint may be about anything relating to a statutory social services function such as:
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An unwelcome or disputed decision;
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Concern about the quality of a service;
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Delay in decision making or providing a service
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Delivery or non-delivery of services
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Quantity, frequency, change or cost of a service
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Attitude or behaviour of staff;
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Application of eligibility and assessment criteria;
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Assessment, care management and review.
However, this is not an exhaustive list. Social Care Customer Services can offer advice where necessary.
If your complaint is about the behaviour of a member of staff, your complaint will be fully investigated, however we will be unable to tell you in detail about how the Council will deal with individual employees as a result of your complaint.
4. If I complain, will it affect the services I am receiving?
No, if there is a problem we will try to sort it out. Your service will not be affected while we investigate your complaint.
5. Can someone help me make a complaint?
There are a number of organisations that can help you discuss your problem with Social Care. If you would like an advocate or information about advocacy services please contact Social Care Customer Services on 0191 433 2692.
6. Is there a time limit to make my complaint?
Yes. At the moment you should make your complaint within one year of the incident happening or from when you realised you had cause for complaint. The time limit can be extended at the Complaints Manger’s discretion if there are good reasons for the delay.
7. Does my complaint have to be in writing?
No, your complaint does not have to be in writing for us to accept it.
There are a number of ways you can complain, by telephone, in person, using our online form, email, and fax or by writing a letter.
8. What happens after I have made a complaint?
You can find out by downloading our Adults Complaints process| (27k PDF)
9. Do you keep a confidential record of my complaint?
Yes, a record of your complaint and our response will be held on a secure database, which is administered by Social Care Customer Services. All information relating to your complaint will be confidential and only shared with those who have a need to know. We will not pass on any information unless we have to do so by law, then we will only pass on what is absolutely necessary.
10. What if my complaint is about both health and social care services?
If you are complaining about a range of services provided by or commissioned by both the Council and the NHS Trust, you can now contact either one and ask them to investigate your complaints. It is your choice whether you contact a NHS trust or the Council. The organisation that manages the majority of the services complained about should co-ordinate the investigation of the complaint and provides you with a single response. We will need your permission to pass your details on to the other body, but you should not have to make more than one complaint.
11. What if my complaint is about a service not run by the Council, for example a care home or home care service?
You should complain directly to the care service first. All care homes or home care services are expected to have their own complaints procedures. You can contact Social Care Customer Services on 0191 433 2692 if you would like more information about this.
12. I receive an individual budget from the Council so I can buy my own care. Can I use this process to complain about my service?
Only if your complaint is about how the Council has set up or administers your budget. You cannot complain about the service itself. However, you are able to complain through the service’s own complaints procedure.
13. Can I make an anonymous complaint?
Yes, but your complaint will not be investigated under the statutory procedure. However, your complaint will still be passed to the relevant manager to look into, but we will not be able to let you know what has happened as a result.
14. I don’t want to complain, I just need some advice about Adult Social Care Services
If you aren’t receiving an Adult Social Care Service, but think you might be entitled to one, you can contact Gateshead Council’s Adult Social Care Direct. They are a dedicated team who can advise you about our services
Telephone 0191 433 7033
15. What if I have concerns about the safety of a vulnerable adult?
Contact the Safeguarding Adults Team on 0191 433 3361
16. Are there any other ways to complain?
Yes. You can contact:
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Your local Councillor
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A Solicitor
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Your MP
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The Local Government Ombudsman
PO Box 4771, Coventry, CV4 0EH
LGO Advice Team: 0845 602 1983 or 024 7682 1960 F
ax: 024 7682 0001
Text “Call Back” on 0762 480 4323
E-mail: advice@lgo.org.uk
Website: http://www.lgo.org.uk/
The Ombudsman will expect you to have gone through the statutory complaint procedure first.