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.

Give a compliment or make a complaint

You can use the form above to: 

  • give a compliment about our services
  • make a formal or corporate complaint about a council service

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 Designated Person/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 / Designated person (housing complaints)

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

You have a choice at this stage. If you want to go straight to the Housing Ombudsman without passing the complaint to a designated person first, you need to wait 8 weeks after you receive our Stage 2 response. If you choose to go via a designated person this can be done right away.

To help you decide you can read more on the Housing Ombudsman website .

A designated person can help resolve the complaint in one of two ways:

  • they can try and resolve the complaint themselves or
  • they can refer the complaint straight to the Housing Ombudsman

We have identified Councillor Jamie Bennett as a designated person. Your MP is also a designated person.

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.