Complaints, Suggestions and Compliments

Tameside Social Care

Stage 3 - Statutory Complaints Procedure

This information is for people wanting to complain further about Tameside social care services (Adult Services and Children's Social Care).

If you remain dissatisfied following your Stage 2 response then you may wish to pursue your complaint to Stage 3 of the Tameside Social Services Statutory Complaints Procedure. Please see our information on Stage 2 complaints to find out how to take a complaint to Stage 3.

• What happens at Stage 3?
• Will you be invited to the meeting?
• Can you bring someone with you if you do attend?
• Who will be at the meeting?
• When and where will the meeting be held?
• What happens during the meeting?
• How long will the meeting last?
• When will you be told of the decision?
• What happens next?
• What if you are still not happy?

What happens at Stage 3?

A panel of three independent people will meet to consider your complaint and the way in which it has dealt with it. This is usually referred to as a Review Panel. These people are not connected with either Tameside social care services or the Council. They will have no previous knowledge of your complaint.

Will you be invited to the meeting?

Yes. If you do not wish to attend, you can ask a representative to present your case for you.

Can you bring someone with you if you do attend?

Yes. You may find it helpful to bring a friend or relative to support you. If you would like an independent person there to support you (an advocate), please talk with the Complaints Manager or contact one of the organisations from the 'Useful Contacts'.

Who will be at the meeting?

The Review Panel, made up of:

• A Chair (independent of the local authority)
• An independent person with professional knowledge and expertise
• A lay person
• A clerk to the Review Panel
• The Complaints Manager
• The Service Unit Manager
• The Stage 2 Investigating Officer
• The independent person (if appointed at Stage 2)

When and where will the meeting be held?

It should be held within 30 working days from receipt of your request for a Stage 3 panel meeting. Usually it will be held at Ryecroft Hall or the Council Offices in Ashton-under-Lyne.

What happens during the meeting?

You (or your representative) will explain your case to the Panel. The representative from social care services will then present their case.

Review Panel members may ask questions of either you or the social care  representative to help them with their decision making.

Everyone will then be asked to leave, whilst the Review Panel consider its decision.

How long will the meeting last?

This will vary according to the complaint. Most Review Panels are usually completed on the same day.

When will you be told of the decision?

A letter should be sent out within 5 working days of the meeting to inform you of the Review Panel's decision and any recommendations for social care services. This letter will aslo be sent to the Executive Director of Adult Services and those present at the meeting. In the case of complaints concerning children, the letter will be sent to the Assistant Executive Director of Services for Children and Young People.

What happens next?

The Executive Director of Adult Services/Assistant Executive Director of Services for Children and Young People will consider the Review Panel's recommendations, and will write to you within 15 working days of the Review Panel decision. This letter will inform you of the actions to be taken in response to those recommendations.

What if you are still not happy?

You may take your complaint to the Local Government Ombudsman’s Office. They may investigate the complaint to see whether the Council has acted fairly. They are independent and impartial.

Local Government Ombudsman (www.lgo.org.uk )
Beverly House, 17 Shipton Road, York YO30 6FZ
01904 327200

To contact the Complaints Manager:

Complaints Manager, Development and Customer Support Unit, Rydal House, Rydal Avenue, Hyde, SK14 4QB
0161 366 4340  0161 366 4334  0161 366 4335  Log or Check Progress of a Complaint