Customer feedback

1. Customer feedback – Your comments, compliments and complaints

Your views are important to us and we want to hear what you think about the services we deliver. Your feedback helps us to give you the best service possible when you let us know:

  • When we are doing something right.
  • When things go wrong and you may not be happy with the service you receive from us.

Your views will help us do this for you. If we know when something has gone wrong we can work to improve the service for you.

Please let us know if this happens and we will do all we can to put matters right quickly.

2. How to feedback about a service

Firstly please contact the team delivering the service and tell them your feedback. If something hasn’t gone right, please contact them and allow them to try to put it right.

Council services provided by external contractors

Some of our services are delivered by external contractors such as our Waste Sites and East Sussex Highway Services. You’re able to give feedback directly to them:

Complaints procedures

Certain complaints are excluded from our complaint procedure, this is when there is an alternative process already in place to help you resolve your problem. Some examples of this would be:

  • Complaints about Parking Tickets
  • Complaints related to civil legal proceedings
  • Complaints about council policy
  • Complaints related to personnel procedures

After you’ve spoken to the service, if you are still unhappy and your complaint relates to anything in the list below, follow the links to find out how to make a complaint:

3. Contact the Corporate Complaints Team

You can submit your complaint online or phone, write or visit us. We will acknowledge we have received your complaint within three working days.

We’re open 8.30am to 5pm Monday to Thursday; 8.30am to 4.30pm Friday.

Submit your complaint

Corporate Complaints webform

Contact details

Customer Services Team
East Sussex County Council
W1D,
County Hall, St Anne’s Crescent,
Lewes,
East Sussex BN7 1UE

Phone: 01273 482913

4. Our complaints process and policy

  1. We will acknowledge your complaint within three working days.
  2. We’ll send you a response within 20 working days.
  3. If you’re not happy with our initial investigation, we’ll look in to the points you raise.

Sometimes it can take longer to resolve issues. If that happens, we’ll explain to you what the options are and how long it is likely to take.

Find out more about how to make a complaint below, or read more about the process in our Corporate Complaint Policy.

5. 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. Simply call the LGO Advice Team on 0300 061 0614.

Impartial help with making complaints

The Citizens Advice Bureau offers 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.

6. Unreasonable customer behaviour

On occasion, some people’s behaviour towards our staff can get out of hand and has an impact on their wellbeing and on our work.

The aim of this policy is to set out to staff and customers how we will manage the rare situations when customers behave unreasonably in their contacts with us.

7. Accessibility

Please let us know if there are any adjustments we can make for you in order to receive information from us or enable you to contact us.

If you need a copy of any of the information above in a different format such as large print, coloured background, Braille or in a different language then please contact us and we will be happy to help.

Email Corporate complaints