Complaints and representations procedure, adult social work

Where the council receives a complaint that relates to the actions of more than one agency (for example, police or NHS) the council will liaise and co-operate with those agencies for the purposes of co-ordinating the handling of the complaint and ensuring the complainant receives a co-ordinated approach.

This will include agreeing who will take the lead and communicate with the complainant. The council will ensure that it provides relevant information requested by another agency (where it is lawfully able to do so) and attends any meetings required in connection with you.  

Sometimes a complaint might initially be dealt with under the Adult Social Care Procedure but then referred to the Corporate Complaints Procedure if it involves broader issues. 

The Complaints Manager, or a similar designated role, usually determines whether a complaint falls under the adult social care procedure or the corporate complaints policy. As stated above the adult social care complaints policy primarily handles complaints related to statutory social care services, while the corporate policy may cover other areas of the organisation's operations.  

If a complaint made to Gateshead Council relates to services operated by another authority or agency or has implications for the services operated by another authority or agency, the complaint will be sent to that agency, subject to the complainant agreeing to the release of any confidential information.  

Most letters from councillors and Members of Parliament (MP) are regarded as referrals/requests for information and are dealt with through a separate process. If an MP or councillor wishes to assist their constituent to make a complaint under this policy, the MP or councillor will be informed of the process that will be followed and then, subject to the agreement of the complainant, they will be advised of the outcome once the complaint has been through the complaints process