At East Sussex County Council we are committed to providing high quality services that meet the needs of all the people who use them. We expect our staff to be helpful, polite and to explain things clearly.
Sometimes things do go wrong and you may not be happy with the service you receive. Please let us know if this happens and we will do all we can to put matters right quickly.
Our website for children and young people also includes the relevant advice below: Connexions 360 – complaints information for young people.
Different complaints processes
A single complaints process covers many County Council services. This is described below.
However, three types of complaint are handled differently:
How to complain – three stages
Stage one – contact us
At stage one we try to deal with your complaint informally. You should contact the person you have been dealing with or ask to speak to their manager. Explain what went wrong and what you would like them to do to put it right. In many cases, the problem can be sorted out then and there.
If the complaint isn't sorted over the phone, you will be asked to put your complaint in writing. We will acknowledge we have received your complaint within three working days, and aim to provide a full answer within 10 working days.
Sometimes it can take longer to look into all the issues. In that case, we will send you updates so that you know what is happening.
Stage two – making a formal complaint
You can have your complaint formally investigated. To do this you must contact the complaints officer for the department you are dealing with:
You will receive an acknowledgement of your complaint and an explanation of how it will be handled within five working days. Children's Services complaints will be acknowledged within three working days.
Normally you will receive a full response to your complaint within 28 days. Children's Services complaints will normally be answered in full within 25 working days, but this may be extended to 65 working days if necessary.
Stage three – review panel
If you are not happy with the outcome of the investigation you can ask for the case to be referred to a review panel. The purpose of the review panel is to review the complaint to ensure it has been handled according to our procedures. It is not a re-investigation of the original complaint.
What you can do if you're still not happy
If you are not satisfied with our response to your complaint and want to take the matter further, you can discuss your concerns with the Local Government Ombudsman. They will usually only investigate your case after you've given us a chance to deal with it.
Local Government Ombudsman
PO Box 4771
Coventry CV4 OEH
Phone: 0845 602 1983
Email: advice@lgo.org.uk
Website: Local Government Ombudsman
Getting help with making complaints
The Citizens Advice Bureaux offer an impartial service and can advise you if you need any help with making a complaint against us. To find out more, please contact your local Citizens Advice Bureau.
East Sussex County Council