Complaints

What is a complaint?

A complaint is:

An expression of dissatisfaction that requires a response, about the standards of service, action or lack of action by the Council, its staff or those acting on its behalf affecting an individual or group of individuals.

Complaints that we can't investigate

There are certain types of complaints that we can't investigate, these might include:

• where there is an alternative right of appeal, for example a planning appeal against a planning decision.
• an appeal against a Housing Benefit or Council Tax decision
• an appeal against the issue of a Penalty Charge Notice (parking ticket)
• a matter that has already been heard by a Court or tribunal
• a matter where the customer or the council has started legal proceedings or has taken court action
• complaints more than 12 months old, for example, where the issue was known about by the customer but not reported to the council within 12 months may not be accepted, unless there is a good reason for the delay.
• complaints that involve insurance claims against the council
• complaints from members of staff relating to personnel matters.
• Personal data and Information requests.
• complaints about a council policy (you should contact your local Ward Councillor)
• Other organisations – matters that should be investigated by organisations such as the police or West Sussex County Council.

The above list is a general guide and not exhaustive.

If we decide not to accept a complaint, an explanation will be provided to you, setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the relevant Ombudsman.