Providers must ensure they have a complaints procedure in place for that they can refer parent. Where parents have queries over how funded hours are accessed at their early years provider or regard to charges or invoicing, parents are urged to discuss directly with their provider in the first instance. Most disputes would be resolved in this way.
All early years providers must have complaint process which 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 Staffordshire County Council's (Council) Early Years Team who will review enquiries: eeac@staffordshire.gov.uk
Complaints handled by the Early Years Team will normally be responded to within 28 days of their receipt. However, depending on the nature of the complaint and the need to for the council to request documentation, liaise or audit third parties (i.e. other council departments or the early years provider related to the complaint), review and resolution can often exceed the 28 days. Parents will be informed where this is case and updated on progress.
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 providers and council’s complaints procedure has been completed.
