This statutory procedure has no fixed timescales, other than a maximum period of six months for handling the complaint and is a one stage process. Complaints about the Public Health Service are dealt with under a similar procedure as Adult Social Care complaints. How to make a complaint Complaints can be made in a number of ways, e.g. By talking to the staff involved, to let them try to sort the problem out; By writing to or telephoning the relevant service department. A complaint form is available on line at: By personal visit to any of the Council’s Customer First Centres, By telephoning the Council’s Contact Centre on 0345 2000 101. Help and support The Complaints Team is independent of service departments and offers information, advice and help to complainants and staff responding to complaints. The Complaints Team primary role is to ensure all complaints are looked into properly and any lessons learnt are adopted. Independent advocacy is available for people wishing to make Social Services complaints, especially children and vulnerable adults. assistance can be arranged to suit individual requirements. Copies of this report and other material can be made available in other formats or languages on request to the Senior Complaints Officer. Who can make a complaint? the Corporate Complaints Procedures, any user of the Authority’s Services can complain. This includes residents and visitors. It also includes relatives and carers acting on someone’s behalf, e.g. a person living outside the area representing a relative living in North Tyneside. In the Social Services arena, people can make a complaint if they are someone for whom the Authority has a power or duty to provide, directly or indirectly, a social service and his/her needs for that service have come to the attention of the Authority. This is extended to cover someone acting on his or her behalf, e.g. a relative or carer. Limited exclusions do when other more appropriate processes already exist, e.g. formal appeal procedures, legal proceedings; when the matter occurred more than 12 months before the complaint was made (unless is good reason for the delay in bringing the matter to the Authority’s attention); and when the matter has already been properly examined. It should be noted that where a complaint is made on someone else’s behalf, reasonable checks will be made with that person to ensure they are aware of and are happy for the complaint to be considered.
This statutory procedure has no fixed timescales, other than a maximum period of six months for handling the complaint and is a one stage process. Complaints about the Public Health Service are dealt with under a similar procedure as Adult Social Care complaints. How to make a complaint Complaints can be made in a number of ways, e.g. By talking to the staff involved, to let them try to sort the problem out; By writing to or telephoning the relevant service department. A complaint form is available on line at: By personal visit to any of the Council’s Customer First Centres, By telephoning the Council’s Contact Centre on 0345 2000 101. Help and support The Complaints Team is independent of service departments and offers information, advice and help to complainants and staff responding to complaints. The Complaints Team primary role is to ensure all complaints are looked into properly and any lessons learnt are adopted. Independent advocacy is available for people wishing to make Social Services complaints, especially children and vulnerable adults. assistance can be arranged to suit individual requirements. Copies of this report and other material can be made available in other formats or languages on request to the Senior Complaints Officer. Who can make a complaint? the Corporate Complaints Procedures, any user of the Authority’s Services can complain. This includes residents and visitors. It also includes relatives and carers acting on someone’s behalf, e.g. a person living outside the area representing a relative living in North Tyneside. In the Social Services arena, people can make a complaint if they are someone for whom the Authority has a power or duty to provide, directly or indirectly, a social service and his/her needs for that service have come to the attention of the Authority. This is extended to cover someone acting on his or her behalf, e.g. a relative or carer. Limited exclusions do when other more appropriate processes already exist, e.g. formal appeal procedures, legal proceedings; when the matter occurred more than 12 months before the complaint was made (unless is good reason for the delay in bringing the matter to the Authority’s attention); and when the matter has already been properly examined. It should be noted that where a complaint is made on someone else’s behalf, reasonable checks will be made with that person to ensure they are aware of and are happy for the complaint to be considered.
Annual%20Report%202017-18.docx