Complaints and representations procedure, adult social work
6. Which complaints are not covered by the procedure
The following complaints are examples of matters that will not be dealt with under this procedure:
- a complaint made by another local authority
- a complaint from an employee of Gateshead Council concerning their employment
- a complaint which is made orally and is resolved satisfactorily within 24 hours
- a complaint about a matter that has already been investigated under these procedures
- a complaint in respect of a case that is currently subject to an investigation as a result of a Safeguarding Adult Review or is being investigated by the Local Government and Social Care Ombudsman
- a complaint resulting from a failure to comply with a request for information under the Freedom of Information Act 2000 (opens new window) or the Data Protection Act 1998 (opens new window) (or any subsequent replacement legislation or guidance)
- anonymous complaints
- a complaint that has been investigated by a local commission, other legal process or judicial review
- a complaint relating to a court decision or where a remedy to any issues is through an appeal to court
- where there are separate arrangements to appeal a professional decision, or a special statutory procedure already exists for dealing with a particular issue (such as a tribunal)
- a complaint on behalf of a group of service users or the same complaint is received from a number of individuals in such a way as to suggest an organised campaign
Where the decision is taken not to investigate a complaint under this procedure, you will be informed of the decision and the reason for that decision. Where possible, you will be advised of the appropriate process to follow.