Worthing Borough Council

Compliments, Comments and Complaints

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01903 239999

enquiries@worthing.gov.uk

Customer feedback about Worthing Borough Council

We value your feedback on our services, letting us know about your customer experience is important to us. We also like to know when we have got it right and welcome suggestions for improvement.

Comment

Comments about services will be reviewed by the appropriate service head who will write and let you know what they will do as a result of your feedback.

Compliment

Compliments are a good way of letting someone know what they have done well. They will be brought to the attention of the relevant Manager and the officer involved.

Complaints

If you are not happy, we want to hear about it. There are three stages to our complaints procedure.

Stage 1

You should make your complaint to the relevant manager who will receive the details and take any appropriate action.

Stage 2

If you are not happy with the response you can ask for the Executive Head of Service to review your complaint.

Stage 3

If you are still not happy with the response you can ask for the Chief Executive to review your complaint as the final stage of the councils' complaint procedure.

At each stage a written acknowledgement will be sent within 5 working days with contact details of the person who will investigate the complaint. We will try to reply fully in writing within 10 working days but, if we are unable to do so, we will contact you to explain the delay and how long it will take to respond. Please note that complaints will not be considered after 3 months.

How to send us customer feedback

Customers can send us customer feedback by:

• Visiting one of our offices and speaking to a member of staff
• Telephoning the customer services centre on 01903 239999, the Help Point on 01903 221234 or by Minicom on 01903-204500.
• Completing the form in our Customer Feedback leaflet (see below) and sending it to the following address:
  
  
  • Worthing Borough Council
    Worthing Town Hall
    Chapel Road
    Worthing
    BN11 1HA
• On-line: Alternatively, you use the Customer Feedback On-line Form here:

Reporting a missed service or fault?

If you are only wanting to report a missed council service or a fault please use the relevant link below :

• Abandoned vehicles 
• Anti-social behaviour
• Benefits fraud
• Fly posting
• Fly tipping
• Graffiti
• Litter or litter bins
• Missed refuse or blue box recycling collections
• Noise complaints
• Parking issues
• Roads, highways, footpaths, etc
• Street cleaning
• Street lighting
• Trading standards - unsafe goods
• Vandalism
• Website feedback

 If you wish to complain about a Worthing Borough Councillor there is a separate procedure.

West Sussex County Council has its own complaints, comments and compliments procedure, to find out more you can telephone them on (01243) 777980 or go to the West Sussex County Council webpage

Local Government Ombudsman

If you still remain unhappy, you can contact the Local Government Ombudsman. We can send you a form telling you how to do this. You can also pick up this form from any of our reception points, your local library or the Citizens Advice Bureau.

The normal practice of the Ombudsmen is not to begin an investigation until the council has had the opportunity to try and resolve the complaint. It is important, therefore, that you contact us first.

Local Government Ombudsman website (www.lgo.org.uk)

 Local Government Ombudsman reports for Worthing Borough Council:

 Local Government Ombudsman report for Worthing Borough Council (period ending 31st March 2007)

Local Government Ombudsman report for Worthing Borough Council (period ending 31st March 2008)

Local Government Ombudsman report for Worthing Borough Council (period ending 31st March 2009)

Local Government Ombudsman report for Worthing Borough Council (period ending 31st March 2010)

Local Government Ombudsman report for Worthing Borough Council (period ending 31st March 2011)

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