Why Complain
Complaints provide Children’s 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.
Who Can Complain?
A child or young person (or their representative) who receives or is entitled to receive a Children’s Social Care service.
Section 26(3) and section 24(D) of the Children Act, 1989 and section 117(3B) of the Adoption and Children Act, 2002 require the local authority to consider complaints made to it by:
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Any child or young person who is currently being looked after by the local authority
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Any child or young person who is receiving Children’s Services;
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A parent or guardian
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People who have parental responsibility
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A foster carer
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Children leaving care;
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A representative, with the written permission of either the young person or their carer.
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Special Guardians;
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Any child or young person who may be adopted, their parents and guardians;
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Persons wishing to adopt a child;
If you wish to complain on behalf of a child or young person, their views will be sought about the matter you have raised within the complaint process.
What can I complain about?
A complaint may be about anything relating to statutory social services functions such as:
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An unwelcome or disputed decision;
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Concern about the quality or appropriateness of a service;
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Delay in decision making or provision of services;
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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.
Complaints about Special Education Needs Plans or Education or Schools are not covered under this procedure.
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.
Can someone help me make a complaint?
Yes, if you are a child or young person, you can expect to be offered an advocate to help you make your complaint. They will support you to speak up for yourself or speak on your behalf.
If you are a parent or carer and not able to explain your problem yourself, ask a friend or relative to help you.
There are also a number of organisations that are prepared to help you discuss your problem with Social Care. If you want information about advocacy services please contact Social Care Customer Services.
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.
How do I complain?
There are a number of ways you can complain, by telephone in person, using our online form, email or by writing a letter. Your complaint does not have to be in writing for us to accept it.
What happens after I have made a complaint?
You can find out about the process by downloading our detailed complaint procedure leaflet|
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.
What if my complaint also involves another agency?
If your complaint is also about the actions of an external provider, eg, health services, we will always ask for your permission to share your information with them beforehand.
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.
What if I have concerns about the safety of a child?
Should you need to talk to a social worker in an emergency, contact
The duty social worker on 0191 433 2515 (office hours)
Emergency Duty Team on 0191 477 0844 (out of office hours)
I am a young person in care and just want some advice
Once Voice Youth Network is for Children and Young People who are using Gateshead’s Children’s Services. One Voice was set up for Young People by Young People, nearly 10 years ago and is Gateshead’s ‘Children in Care Council’.
What does One Voice do?
One Voice makes sure that Children and Young People can have a direct link with Directors and other Senior Managers of Gateshead Council, so that their views can help make services for children and young people better.
http://www.ovyn.org.uk/|
14. 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 0247682 1960
Fax: 024 7682 0001
Text “Call Back” on 0762 480 4323
E-mail: mailto:advice@lgo.org.ukWebsite
Website: http://www.lgo.org.uk/
The Ombudsman will expect you to have gone through the statutory complaint procedure first.