Complaints
Social care complaints
Your views are very important as they help us to know if we are getting things right.
If you are unhappy about your service you can use our complaints procedure to let us know. This makes sure your complaint is dealt with fairly and quickly.
How do I complain?
> Online complaints form
Make a complaint by filling in our online form.
Or you can:
- Tell the member of staff or their manager
- Download our social services complaints form and fill it in by hand
- Email us at social.services@southtyneside.gov.uk or ask someone to do this on your behalf
- Telephone or write to:
Customer Services Manager
Neighbourhood Services
South Tyneside Council
Freepost NEA 4753
Kelly House
Campbell Park Road
Hebburn
NE31 2SW
Phone: 0191 424 4679
Who can complain?
You can complain yourself or someone can complain on your behalf, with your agreement.
What can I complain about under this procedure?
If your complaint is about adult social care services, as well as health services, we may have to involve another organisation when investigating your concerns. If so we will write to you and let you know how this matter will be dealt with.
This procedure only covers services which South Tyneside Council has a duty to provide. Not all complaints will be dealt with under this procedure. The following are examples of the types of things this procedure covers.
- A decision which is unclear or you can't understand
- The quality of service
- Whether the service is right for you
- A delay in making a decision or providing services
- If you are refused a service
- How often and the length of time you receive the service
- Attitude or behaviour of staff
- Who is able to receive a service
Please note: If you are unhappy about a service that is not run by the council, such as a care home or home care service, you will need to use their procedure to complain. You can contact the customer services manager if you would like more information about this.
When can I complain?
You can complain at anytime, but complaints made 12 months after the event may not be investigated.
Is there anyone else who can support me?
If you want someone to support you, when making your complaint, we can arrange this for you. Please ask the Customer Services Manager for more details.
What happens next?
See our complaints procedure
Other ways of pursuing a complaint
You may wish to seek your own legal advice or you can contact the Local Government Ombudsman who may be able to help you.
Local Government Ombudsman
Beverley House
17 Shipton Road
York
Y030 5FZ
Phone: (01904) 380 200
What happens if I need help from social care outside of office hours?
Office hours are between 8.30am and 5pm Monday to Thursday and 8.30am to 4.30pm on Fridays.
If you need to contact us in an emergency, please contact the out of hours service on 0191 456 2093 (BT Typetalkers welcome).
