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Visit the Staffordshire County Council homepage

Need advice or making a complaint about funded places?

Question:
Need advice or making a complaint about funded places?
Answer:
  • Providers must ensure they have a complaints procedure in place for that they can refer parent. The complaint process should be published and accessible for parents who are not satisfied that their child has received funded hours within the parameters as outlined in the provider agreement and in the Early Education and Childcare Statutory Guidance for Local Authorities.

  • Where a parent is not satisfied that their child has received funded hours properly and has not been able to resolve a dispute with the provider, parents should be signposted to submit a can enquiry to the Early Years Team.

  • All complaints handled by the Early Years Team will be responded to within 28 days of their receipt.

  • If a parent is not satisfied with the way in which their complaint has been dealt with by the Early Years Team they can refer to the Council’s Customer Feedback process.

  • If a parent or provider believes the council has acted unreasonably, they can make a complaint to the Local Government and Social Care Ombudsman, but only when the childcare provders and council’s complaints procedure has been completed.

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