Complaints and representations procedure, adult social work
13. Investigation and response
Complaint investigations will be appropriate and proportionate, aiming to resolve the issue quickly and efficiently. During the investigation as far as reasonably practical, you will be kept informed of progress.
Following the investigation, you will receive a written response signed by the Responsible Person containing an explanation of how the complaint has been considered; the conclusions reached; and any remedial action Gateshead Council considers necessary.
The response will also contain details of the your right to refer your complaint to the Local Government and Social Care Ombudsman should you continue to be dissatisfied (see paragraph 18 for contact details) and any further recourse you may have in the case of a complaint which also concerns the NHS.
Gateshead Council has a maximum of six months from the receipt of a complaint to provide a written response. Should a longer period be required, they will notify you in writing explaining why and send the response as soon as reasonably practicable thereafter.
It is important to note that care providers will have their own processes and timescales for dealing with complaints, and it may be necessary for those processes to conclude before the council can fully deal with your complaint.