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Comments, compliments and complaints

We try to make sure that we always provide a high-quality service, but we recognise that there may be times when you are not entirely satisfied.

Please let us know if you have found our services useful, or if you feel we could improve them. If you are not happy or are worried about your situation, tell someone you feel might be able to help you. The member of our staff you have been in contact with, or their manager, is often the best person to help you.

An appeal is a way of asking for a review of a decision. It is one way of dealing with concerns or complaints. 

For copies of our leaflets ‘Comments, compliments and complaints: Adults’ social care’ (WS31178A) and ‘Appeals relating to adult social care’ (WS529), please visit our Adults' social care publications webpage.  You can also contact our Adults’ CarePoint and ask us to send you copies of the leaflets. 

You may want to ask someone else to help you make an appeal or a complaint. This can be a friend, a relative, Citizens Advice, or an advocate (someone acting on your behalf ).

If we cannot sort out the problem at the local office, please contact our Customer Relations Team. The quickest and easiest way to make a complaint or an appeal is to go to westsussex.gov.uk and search for ‘Complaints’. If you can’t use the online form, please contact:

Customer Relations Team
County Hall Chichester PO19 1RQ.
Phone: 01243 777100 (Ask for the Customer Relations Team.)
Calls using Relay UK: 18001 01243 777100 (for deaf callers from a textphone or the NGT Lite app downloaded onto a computer, tablet or smartphone)
Email: feedback@westsussex.gov.uk

If you phone out of office hours, you can leave a message on our answerphone.

Healthwatch West Sussex

Healthwatch is the consumer champion for health and social care. Healthwatch represents patients, customers, and public interests locally and nationally. It is independent of local councils and the NHS. You can contact Healthwatch West Sussex by phoning  0300 012 0122 or visiting healthwatchwestsussex.gov.uk.

Last updated: 01 December 2023