Factsheet: Your feedback matters
Summary
April 2026
How to share your feedback or make a complaint about your experience of Adult Social Care.
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How to share your feedback or make a complaint
We want to provide high quality care and support services in Adult Social Care. You can tell us if we have done something well or if we could do something better. We value your feedback and will use it to improve what we do.
We would like to hear your feedback:
- when you are 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
- if you have already tried telling us about a problem, but it has not been resolved and you want to make a complaint
Who to contact
If you want to give feedback or complain about our services, contact the person or team you have been in touch with.
If you have already done this and would like to talk to someone else, contact our Complaints and Feedback Team:
- Use our online form: Make a complaint or give feedback online
- Phone: 01273 481 242
- Write to: Adult Social Care Complaints and Feedback Team
East Sussex County Council
County Hall
St Anne’s Crescent
Lewes BN7 1UE
Please get in touch within 1 year of the problem starting, otherwise it can be difficult to find out what went wrong and we may not be able to help.
What to include with your complaint
When you make a complaint, please include:
- your name and contact details
- the name of the service, team, or person involved
- what happened, including dates and any further information
- how the issue has affected you
- how you feel we can resolve it
Please do not send lots of documents or extra information when you first contact us. We will ask for more information if we need it.
What can you complain about?
You can complain about any part of our services, including quality and your experience. We do not deal with legal or safeguarding concerns, but we will direct you to the right team.
We will tell you if we need to use our corporate complaints process to deal with your complaint.
We do not deal with complaints about the NHS. For contact details, see Complaints about NHS health services below.
Appeals
There is a separate process to appeal if you are unhappy with the outcome of your:
- financial assessment or review
- care and support needs assessment or review
- Blue Badge application or assessment
The relevant team will explain how to appeal when they inform you of the outcome.
Who can make a complaint?
You can make a complaint if:
- you receive an Adult Social Care service from us
- you believe you have been unfairly refused a service
These people can make a complaint on your behalf:
- A power of attorney.
- A friend, family member or representative, with your permission.
- An advocate can help you if you find it difficult to put your views across. For more information, read our factsheet: Independent advocacy
What happens when you make a complaint?
We must respond to complaints by law. We will:
- listen to you and take your concerns seriously
- acknowledge your complaint, confirm the details and what you would like to happen to put things right
- make enquiries and give you a response with a summary of our findings and any service improvements
- keep you updated about progress. The response takes at least 20 working days, but we will let you know if it takes any longer
What happens if you are not satisfied?
If you are not satisfied with our response to your complaint, you can explain what you think will put things right. We will listen to you and consider your suggestions.
If you still feel we have not resolved the matter, you can contact the Local Government and Social Care Ombudsman who may investigate your complaint. They offer a free and independent service.
Contact the Ombudsmen
- Phone: 0300 061 0614
- Website: Local Government and Social Care Ombudsman
- Write to: PO Box 4771, Coventry CV4 0EH
Complaints about NHS health services
You can contact Patient Advice and Liaison Service (PALS) for confidential advice and support about care provided by NHS health services.
This service acts on your behalf to sort out problems quickly.
East Sussex Healthcare (ESHT)
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
Sussex Partnership NHS Foundation Trust (SPFT)
PALS
- Phone: 0300 304 2198
- Email: spft.pals@nhs.net
