Children and families service complaints and representations procedure
Who can make a complaint?
We will consider complaints from:
- Any child or young person (or a parent/someone who has parental responsibility) who is being cared for by Gateshead Council or is not cared for by the Local Authority but is in need.
- Any Gateshead Council foster carer (including those caring for children placed through independent fostering agencies).
- Children leaving care.
- Special guardians.
- A child or young person (or parent of the child/young person) to whom a Special Guardian order is in force.
- Any person who has applied for an assessment for special guardianship support services.
- Any child or young person who may be adopted, their parents and guardians.
- Persons wishing to adopt a child.
- Any other person whom arrangements for the provision of adoption services extend.
- Adopted persons, their parents, natural parents, and former guardians.
- Such other person who has sufficient interest in the child or young person's welfare to warrant their representations being considered by them.
- Gateshead Council Supported Lodgings Hosts
Complaints made on behalf of a child or young person
If a complaint is made by someone acting on behalf of a child or young person, we will, where possible, check that the child or young person is happy for the complaint to be made and that it reflects their views.
If a complaint is made by an adult about a child or young person, but not directly on their behalf, the Complaints Team will consider whether the person has sufficient interest in the child's welfare to justify the complaint being accepted.
We may also check with the child or young person to confirm they are comfortable with the person raising the concern.
Anonymous Complaints
Anonymous complaints are not covered by the formal complaints procedure. However, they will be reviewed by the Complaints Manager, who will decide whether any action should be taken and whether the issue should be addressed through another process, such as safeguarding or service review.
We treat all complaints with sensitivity and in line with data protection and confidentiality requirements. Our priority is to ensure that the views and best interests of children and young people are respected throughout the process.
