Children and families service complaints and representations procedure
Appendix A - Gateshead Children Social Care Complaint Investigation Flowchart
You may want to report concerns, provide feedback, ideas or comments about the care or service you have received or you are receiving.
If you do then it's best to first speak with a member of staff involved in your care or service.
If you find that staff are unable to help you, or you are not comfortable speaking with them, contact the Customer Feedback Team.
If you find that your concerns or problems have not been resolved, you may wish to make a formal complaint.
Stage 1 Complaint An Officer within the Customer Feedback Team will consider your complaint and will aim to resolve your concerns within 10 working days (or 20 days if complex). |
If we are unable to resolve the matters you may wish to escalate to stage 2 within the next 20 days.
Stage 2 Complaint Investigation An Investigating Officer will undertake an investigation and will produce a report that an Adjudication Officer will consider and respond to. We aim to resolve your concerns within 25 working days (or up to 65 days if complex). |
If we are unable to resolve the matters you may wish to escalate to stage 3 within the next 20 working days.
Stage 3 Review Panel A panel of 3 independent people will meet to consider your complaint and make recommendations for a resolution within 30 working days or your request. |
If you are still unhappy you can refer you complaint to Local Government and Social Care Ombudsman.