Leaflet: Your feedback matters
Summary
May 2025 (IL03)
How to share your feedback or make a complaint about Adult Social Care and Health services.
Getting this leaflet in other formats and languages
- Large print: To print this leaflet in Large Print, select the 'Print Page' link. In your print settings, increase the Scale (%) setting before printing. This may be under 'other' or advanced print settings.
- Other languages: You can use Google Translate to read this leaflet in another language
- Easy read: Your feedback matters - easy read
- British Sign Language (BSL) video: BSL leaflets.
- Other formats: If you need this leaflet in any other format, contact us.
Get in touch to give feedback or make a complaint
We want to provide high quality care and support services in Adult Social Care. We value your feedback about your experiences and want to know if we have done something well or if we could do something better.
Sharing your experiences will not have a negative effect on any service you receive and your information will be handled confidentially. The team that has supported you will use your feedback to review our services.
You can get in touch with the person or service who has supported you, or contact the Complaints and Feedback Team to share your feedback or make a complaint.
Adult Social Care Complaints and Feedback Team
East Sussex County Council
County Hall
St Anne’s Crescent
Lewes BN7 1UE
Phone: 01273 481 242
Sharing feedback with us
We would like your feedback about our services:
- when you have been happy with the service you have received
- when things have not gone as well as you would like, but you do not want to make a complaint
We will look into and respond to your feedback. It can help us to improve the way we provide our services.
When things go wrong
If you are unhappy about your support or something has gone wrong, contact the person or team who you have been in touch with. Often things can be put right quickly.
If you have already done this or would rather speak with someone else, your concerns can be raised and looked into using our complaints process.
Please get in touch within a year of the problem starting, otherwise it can be difficult to find out what went wrong and we may not be able to help.
Making a complaint
Councils with Adult Social Care responsibilities must respond to complaints by law. We will:
- listen to your experiences and take your concerns seriously
- work together with you in a mutually respectful way
- make enquiries into the matters you raise
- respond to your concerns in a fair and timely way, putting your needs at the centre
- improve our services by learning from your experiences
Who can make a complaint?
- Anyone who receives an Adult Social Care service under the Care Act 2014
- Anyone who believes they have been unfairly refused a service
- A friend, family member or representative of the person who receives a service or believes they should receive a service. The person being represented will need to give their permission for someone else to raise concerns on their behalf, unless they are unable to do so and authority such as a Lasting Power of Attorney is in place
- An advocate can also help you – see our factsheet: Independent advocacy – someone to speak up for you.
What can you complain about?
You can complain about any part of our services, including assessments, reviews, quality of services and staff attitude.
Legal or safeguarding concerns do not fall within our complaints process.
We will tell you if the issue you raise is not covered by the complaints process and will direct you to the right people.
What happens when you make a complaint?
When you contact us with your concerns, we will:
- acknowledge your complaint within three working days
- confirm the details of your complaint with you
- ask you what you would like to happen to put things right
- arrange for a manager to make enquiries and provide you with a response, usually within 20 working days, but we will let you know if it takes any longer
- oversee a response that will include a summary of findings and any service improvements
- co-ordinate the process by keeping you updated and being your point of contact
What happens if you are not satisfied with our complaint response?
If you are not satisfied with our response or the way we have handled your concerns, you can explain what you think will put things right. We will listen to you and consider your suggestions.
If, after this, you remain dissatisfied, you can contact the Local Government and Social Care Ombudsman who may investigate your complaint. They offer a free and independent service. Their contact details are:
Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH
Phone: 0300 061 0614
If your comment or complaint is about local health services
Patient Advice and Liaison Service (PALS) offers confidential advice and support about care provided by East Sussex Healthcare. This service is independent and acts on your behalf to sort out problems quickly. You can contact PALS at Eastbourne District General Hospital or Conquest Hospital.
PALS Eastbourne District General Hospital
Phone: 0300 131 4784
Email: esh-tr.palse@nhs.net
PALS Conquest Hospital
Phone: 0300 131 5309
Email: esh-tr.palsh@nhs.net
Using your experience to help us improve care and support
If you would like to be involved in shaping our services, we are always looking for new members to join our People Bank. The People Bank is a database of volunteers who have an interest in improving our services. Membership is voluntary and there are many ways you can be involved.
Once you have joined and told us how you’d like to be involved, the People Bank team will match you with opportunities when they are available. For more information:
Visit: Join the People Bank
Email Adult Social Care Consultation team
Phone: 01273 481 565
