15.1 Should the local authority receive a complaint from a parent/carer raising concerns they have not received their early years entitlement in accordance with the legislation or as set out in this agreement and in the Early Education and Childcare Statutory Guidance for Local Authorities, the parents/carers will be advised to talk to their provider to see if the situation can be resolved. If the parents/carers are not satisfied with the outcome of the discussion with their early years’ provider, they will be asked to put their complaint in writing by emailing the Families Information Service: info.fis@derbyshire.gov.uk
The local authority will only contact the provider where permission has been given by the parent/carer. The local authority will report back to the parent/carer and the provider upon completion of a review.
15.2 The provider should ensure they have a complaints procedure in place that is published and accessible for parents/carers who are not satisfied their child has received their funding entitlement in the correct way, as set out in this Agreement and in the Early Education and Childcare Statutory Guidance for Local Authorities.
15.3 If a parent is not satisfied with the way in which their complaint has been dealt with by the provider, they can take their concern to the local authority. The local authority would take into account:
- the nature and severity of the alleged breach
- the evidence of the alleged breach provided from the complainant(s)
- have similar complaints been received in the past and the outcome of any previous complaints
- is the alleged breach a one-off or an on-going issue
- the impact of the alleged breach– are non-compliant charges preventing access to an early learning for 2-year-olds place.
15.4 If a parent or provider is not satisfied with the way in which a complaint has been dealt with by the local authority or believes the local authority has acted unreasonably, they can make a complaint to the Local Authority Ombudsman. Such complaints will only be considered when the local complaints procedures have been exhausted.