Compliments and complaints

We always try to provide the best service we can. Whether you want to tell us about something we have done well or make a formal complaint, this page will tell you how to get in touch with us. 

You can use this form to: 

  • give a compliment about our services
  • make a formal or corporate complaint about a service you have received from us

Give a compliment or make a complaint

For any other complaints, such as noise complaints, use the relevant reporting form 

If you need to talk to us about anything to do with your complaint you can email us at infomanagement@arun.gov.uk or call us on 01903 737500 for help.

If your enquiry is not a formal complaint, compliment or feedback

If you just want to report a missed council service or ask a question about one of our services you can usually find the answer on our website or contact them through their web pages.

If you cannot resolve your problem by speaking to the service and you wish to make a formal complaint please use the form above.

Giving compliments

Our services are always grateful for positive feedback when they have done a good job. This will be brought to the attention of the relevant manager and the officer involved.

Complaints procedure

If you have spoken to the service your problem relates to and are unhappy with their response then we can investigate further for you.

There are two stages to our complaints procedure. It’s important to give us as much information as possible when you complete the above form. This could include dates, reference numbers and copies of letters.

Stage 1

We will write to you within five working days with the name of the officer who will be dealing with your complaint. The officer will be a senior member of staff from the service area the complaint is about.

The officer will write to you and send either a full answer or a progress report within 10 working days (25 working days for Planning Services).

Stage 2

If you are not happy after our investigation at Stage 1 you can ask for a senior officer from another service area to look at your complaint.

This officer will conduct a further investigation of all documents and correspondence, and will arrange to visit if the complaint is about something that needs to be seen. We will send a full response or a progress report, if we need more time, within 25 working days.

Next steps

In our Stage 2 response we will tell you what you can do if you are still not happy. The response will let you know whether you will need to go to the Local Government Ombudsman or the Housing Ombudsman Service.

Local Government Ombudsman (non-housing complaints)

If you are still not happy we will give you information about the Ombudsman. The Ombudsman is an independent public body who can investigate how we have handled your complaint.

You can find out more about Ombudsman services on the Local Government Ombudsman website.

The Ombudsman will not be able to begin an investigation until we have had the opportunity to try and resolve the complaint. It is important, therefore, that you contact us first.

Housing Ombudsman (housing complaints)

If you are still not happy after Stage 2 of a Housing complaint we will give you information about the Housing Ombudsman service.

You can learn more about this service on the Housing Ombudsman website .

The Housing Ombudsman’s complaint handling code

Our self-assessment form against the new code as required by the Housing Ombudsman Service, which sets out our current position against the complaint handling code, can be found here: Complaint Handling Code self-assessment form [pdf] 160KB

Complaints about councillors or Members of Parliament

Please see our Complaints against councillors page as there is a separate process for complaints about councillors.

Complaints about Members of Parliament are not dealt with by us. If you wish to complain about an MP please email standardscommissioner@parliament.uk or call 020 7219 1883.