Complaints and representations procedure, adult social work

Gateshead Council has a duty to deal with complaints in relation to its adult social care functions to ensure that:  

• complaints are dealt with efficiently;  
• complaints are properly investigated;  
• complainants are treated with respect and courtesy;  
• complainants receive, so far as is reasonably practical, assistance to enable them to understand the procedure in relation to complaints; or advice on where they may obtain such assistance;  
• complainants receive a timely and appropriate response;  
• complainants are told the outcome of the investigation of their complaint; and  
• action is taken, if necessary, in the light of the outcome of a complaint. 

The Responsible Person and the Feedback and Complaints Manager  

The regulations require that the council must designate a person to be responsible for compliance with the arrangements under the statutory process and ensuring that action is taken on the outcome of any complaint.

In local authorities the Responsible Person is the Chief Executive and at Gateshead Council these functions are delegated to the Director of Adult Social Care.

The Feedback and Complaints Manager under the regulations is responsible for managing our complaints handling procedures.