Children and families service complaints and representations procedure

This procedure does not apply when: 

• the person wishing to complain does not meet the requirements of "Who can make a complaint?" and is not acting on behalf of such an individual. 
• the complaint is not concerning the actions or decisions of Gateshead Council, or of a body acting on its behalf. 
• the same complaint has already been dealt with at all stages of the procedure. 

When the consideration of a complaint would prejudice concurrent investigations such as court proceedings, tribunals, disciplinary proceedings, or criminal proceedings (once a concurrent investigation concludes, the complainant may resubmit their complaint providing it is within one year of the conclusion of the concurrent investigation). The Complaints Manager alongside a Senior Children's Services manager will have the discretion in deciding whether to consider the complaints. 

If the Complaints Manager decides not to consider, or further consider, complaints subject to these investigations, then they will write to you explaining the reason for their decision.