Children and families service complaints and representations procedure

We're committed to treating all complaints fairly and providing a high-quality service to everyone. Most people who contact us do so respectfully and reasonably. However, in rare cases, a person's behaviour or repeated complaints can make it difficult for us to respond effectively, both to them and to others. 

If someone continues to pursue a complaint that has no reasonable basis, or if we've already taken appropriate action and explained our decision, we may decide to close the matter. This is in line with

Gateshead Council's Corporate Complaints Policy. 

We also have a duty to protect our staff. We will not tolerate behaviour that is abusive, offensive, or threatening, and we will take appropriate action to ensure staff safety. 

Examples of what might be considered unreasonable or persistent behaviour: 

• Repeatedly making the same complaint, even after a full response has been given. 
• Refusing to accept a reasonable outcome. 
• Seeking unrealistic outcomes. 
• Contacting the council through multiple channels about the same issue. 
• Changing the nature of the complaint during the investigation. 
• Behaving aggressively or abusively towards staff. 

What action might we take? 

If we decide that someone's behaviour is unreasonable or persistent, we will first issue a warning. If the behaviour continues, we may take steps such as: 

• asking for contact in a specific format (for example, letters only) 
• assigning a named officer as the single point of contact
• limiting phone calls to certain days or times
• asking the customer to agree to a contact plan
• informing the customer that further correspondence may not be acknowledged unless it raises new issues. 

If behaviour continues to be unacceptable, we may limit how the person can contact us, for example, by restricting communication to a single point of contact. In extreme cases, where behaviour threatens staff safety or wellbeing, we may end contact with the customer or stop investigating the complaint. This could include reporting the matter to the police or taking legal action. In such cases, prior warning may not be given. 

We will always be clear and transparent about any decisions we make, and these will be recorded and included in our response.