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Comments and complaints

Make a comment or complaint

If this is the first time you have complained or given feedback about a particular issue please contact us using our online complaints and feedback form.

Alternatively you can telephone the Complaints & Feedback Officer on 01403 215470 or email YourSay@horsham.gov.uk

You can also complain or give feedback by contacting your District Councillor

Comments can be made to any member of staff, who will pass them on to the relevant Service Manager. They will examine any comments to see whether the service can be altered or improved. Acknowledgement will be made within three working days.

Comments, representations and criticisms can be made face to face, on the telephone or in writing including e-mail, unless there is a specified procedure.

Single instances of a breach of a service standard, e.g. a missed dustbin collection which can easily be remedied are best dealt with by telephone. Certain statutes require representations to be made in writing. Representations in connection with planning or licensing applications should always be made in writing as these will feature on the public register. Complaints may be made verbally although where a complaint is complex or involves more than one department it may be preferable to put it in writing whether by post or e-mail as this provides an indisputable record.

Complaints about roads and highways

All faults including pot holes, footway trips, flooding, traffic signals and overgrown vegetation need to be reported to the Highways Department at West Sussex County Council website.  Further information can be found on the County Council's website or by telephoning 01243 642105.

Complaints alleging illegality

Where a complaint alleges unlawful or illegal conduct by the Council you should contact the Head of Legal and Democratic Services directly. Complaints will be acknowledged within three working days and a fuller reply given within 20 working days.

Complaints alleging financial impropriety

Where a complaint alleges financial impropriety by the Council you should contact the Director of Corporate Resources directly. Complaints will be acknowledged within three working days and a fuller reply given within 20 working days.

Complaints involving legal claims or proceedings

Where a complaint involves a legal claim or proceedings you should contact the Head of Legal & Democratic Services or in the case of personal injury or motor claim the Council's Insurance Officer. Complaints will be acknowledged within three working days and a fuller reply given within 20 working days.

Complaints against the Chief Executive

Complaints concerning the conduct of the Chief Executive personally should be made directly to the Council's Chairman. Complaints will be acknowledged within three working days and a fuller reply given within 20 working days.

Complaints against a Councillor

Complaints about district or parish councillors are dealt with under a separate statutory procedure and not under this procedure. For more information contact the Council’s Monitoring Officer

Complaints about safeguarding issues

Children and young people

The West Sussex Children’s Safeguarding Board is the group that pulls all the different organisations and agencies that work across West Sussex together as partners to ensure a united approach to looking out for the wellbeing of children in this county.

It is also the job of the Board also undertakes Serious Case Reviews when a child dies from abuse or neglect or when a child has been seriously harmed and there is a cause of concern in the way professionals have worked together to safeguard the child.

West Sussex Safeguarding Children Board can be contacted by:

Call: 0330 222 5296

Email: lscb@westsussex.gov.uk

Vulnerable adults

The West Sussex Safeguarding Adults Board (SAB) makes sure arrangements are in place to prevent abuse and neglect from happening wherever possible and to protect adults who may be experiencing abuse or neglect and are unable to protect themselves.

More information on adult safeguarding

Contact the Board at Safeguardingadultsboard@westsussex.gov.uk