Complaints, Suggestions and Compliments

Tameside Social Care

Stage 2 - Statutory Complaints Procedure for Tameside

You may want to take a complaint to Stage 2 of Tameside’s Social Services Complaints Procedure.

This may be because:

• You remain dissatisfied following your initial complaint

• How do you request a Stage 2 Investigation?
• Who will investigate your complaint?
• What will the investigator do?
• How long will the investigation take?
• What happens after the investigation?
• What happens if you are still unhappy?

How do you request a Stage 2 Investigation?

To request a Stage 2 complaint investigation, you should contact the Complaints Manager within 20 working days of receiving the response to your stage 1 complaint. The Complaints Manager will contact you to discuss your complaint in more detail. Once the detail of the complaint has been agreed, your complaint will be registered.

Who will investigate your complaint?

An Independent Investigator will be appointed to look at your complaint. In the case of complaints concerning children and young people, a second independent person will be appointed.

What will the investigator do?

The investigator will look into the circumstances of the complaint, and prepare a written report, detailing the findings and any recommendations for resolution.

How long will the investigation take?

The investigation should be completed within 25 working days of registration of your complaint. In some cases, this may take longer, but you will be informed of this.

What happens after the investigation?

The Service Unit Manager responsible for the service you are complaining about will write to you about the recommendations contained in the report.

What happens if you are still unhappy?

If you are still unhappy following the response from the Service Unit Manager, you can ask for your complaint to be moved to Stage 3. This request must be put in writing within 20 working days of receiving the letter of response from the Service Unit Manager. Your letter should be sent to:

Complaints Manager, Development and Customer Support Unit, Ryecroft Hall, Manchester Road, Audenshaw, Tameside M34 5ZJ
0161 370 1179 0161 370 1183 0161 301 2490 Log or Check Progress of a Complaint