We are committed to providing a good service but in any well run organisation there will be occasions when things go wrong, and you may not be happy with the service you receive. When unfortunately this happens we want to put matters right quickly. This page will help you if you think the County Council has:-

• failed to do something
• done something wrong
• acted unfairly or discourteously

These arrangements are not intended to apply where you:-

• request a service (e.g. reporting a defect which needs attention)
• wish to object to advertised proposals
• want an explanation of County Council policy or practice.

MAKING A COMPLAINT
First, it is always best to try and resolve the matter with your local county council office, school or point of service. Our staff are trying to help and perhaps there has been a misunderstanding.

NOT SATISFIED?
If you are not satisfied, or if the complaint is of a serious nature, you can ask the Head of the Unit with whom you have been dealing to investigate.

HOW TO MAKE A COMPLAINT
If you have been unable to resolve your complaint informally at the point of service, it will help if you put your complaint in writing, explaining what we have done wrong and what you think we could do to put it right.

You can complain:

• by writing a letter
• by using the complaint form below
• by telephone
• by personal visit to one of our service points

If you make a formal complaint by telephone or by personal visit to one of our service points we will write to you, if you would like us to, confirming our understanding of what your complaint is about. The County Secretary has overall responsibility for the County Council's complaints procedure. If you are unsure which service unit is responsible please contact the County Secretary who will see that your complaint is promptly dealt with (telephone 01243 777900 or 01243 777096). You may remain anonymous if you wish to but we do like to reply to you personally.

OUR PROMISE
If you write to us, we will try to respond fully within ten working days. If this is impossible, perhaps because your complaint is complex or involves several service units, we will acknowledge your letter within five working days of receipt or contact you within ten working days to let you know who is looking after your query, what action we are taking and when a reply can be expected.

The main County Council services are given below together with initial contact telephone numbers where individuals can advise on the most appropriate way forward with your matter of concern.

If you prefer you can contact your local county councillor. You can obtain his or her name, address and telephone number by clicking here, from your local library, or by telephoning County Hall, Chichester on Chichester (01243) 777980.

WHAT TO DO NEXT
If you are still unhappy, you can email the Chief Executive of the County Council at County Hall, Chichester who will review the matter.

STILL DISSATISFIED?
We will do all we can to try to resolve your complaint at an earlier stage. However, if you are still dissatisfied with the County Council's response, you will usually have the right to ask for your complaint to be reviewed by a complaints panel. The panel is made up of two county councillors and an independent lay person. If your complaint is referred to a complaints panel we will consult you about the date of the panel's meeting. You will have the right to attend and put your case. We will advise you in writing within ten working days what decision has been taken on the panel's recommendation. Our letter will give reasons for the decision.

LOCAL GOVERNMENT OMBUDSMAN
You have the right to refer a complaint to the Local Ombudsman, but you must first give the County Council the chance to deal with it. If you wish to contact the Local Ombudsman please ask the County Secretary or any library for a copy of the booklet "Your Local Ombudsman". If, after reading the booklet, you think your complaint is one of possible maladministration, complete the form inside the booklet; hand it to a county councillor and tell him/her that you would like the matter referred to the Local Ombudsman. Your local councillor will take it from there. If you prefer you may send the form direct to the Local Ombudsman.

The Local Government Ombudsman is an independent person who investigates allegations of maladministration causing injustice to the person who has complained. The Ombudsman investigates complaints about most council matters including housing, planning, education, social services and council tax. The Ombudsman who deals with this Council is at:

10th floor – Millbank Tower
Millbank
London SW1P 4QP
Telephone: 020 7217 4620
Fax: 020 7217 4621

The Local Government Ombudsman has a leaflet called Complaint about the Council? How to complain to the Local Government Ombudsman. You can get a copy by telephoning or writing to the address above, or you can download it from the Ombudsman's website.

If you have an enquiry about the Local Government Ombudsman's service you can telephone their Adviceline on 0845 602 1983

There is no charge for this service.

COMPLAINT FORM

You can use the form below to send your complaint directly to West Sussex County Council.

Data Protection Act - please read before completing.