Common use of Complaints Process Clause in Contracts

Complaints Process. 16.1. The provider should ensure they have a complaints procedure in place that is published and accessible for parents who are not satisfied their child has received their entitlement in the correct way, as set out in this agreement and in Early Education and Childcare Statutory Guidance for Local Authorities. 16.2. The likelihood of complaints arising from parents/carers in relation to the Early Education Funding is greatly reduced if providers fully comply with the Early Education and Childcare Statutory Guidance for Local Authorities, supply appropriate up to date information to parents/carers and have clear and transparent pricing policies in place. If, however, a parent/carer chooses to raise a concern or make a complaint regarding Early Education Funding or additional charges imposed as a condition of accessing this without prior agreement, they will be supported by the LA to do so in the following ways: - Parents/carers will be encouraged to discuss the issue with their provider in order to seek resolution in the first instance, and will be directed to Family Information Service/Children’s Information Service website which summarises Early Education Funding - If the situation remains unresolved the parent/carer will be encouraged to contact the Early Education Funding Team that will investigate the issue with the childcare provider to ensure compliance with the Early Education and Childcare Statutory Guidance for Local Authorities - If the investigation confirms that the childcare provider is operating in accordance with the Early Education and Childcare Statutory Guidance for Local Authorities, they will be informed of this outcome. Parents/carers will also be informed and provided with support to understand the specific, related elements of the criteria - If the investigation confirms that the provider is failing to comply with any element of the Early Education and Childcare Statutory Guidance for Local Authorities the Early Education Funding Team Manager will work with the childcare provider to rectify the situation and ensure compliance. Providers and parents/carers will be informed of this outcome in writing. - If parents/carers are unhappy with the way in which their concerns have been dealt with they may make a formal complaint using the BCP Council Complaints Procedure. 16.3. If a parent or provider is not satisfied with the way in which their complaint has been dealt with by the LA or believes the LA has acted unreasonably, they can make a complaint to the Local Government Ombudsman. Such complaints will only be considered when the local complaints procedures have been exhausted. 16.4. The Local Government Ombudsman is an independent person who investigates allegations of maladministration causing injustice to the person who has complained. The Local Government Ombudsman can be contacted at 0300 061 0614.

Complaints Process. 16.117.1. The provider should ensure they have a complaints procedure in place that is published and accessible for parents who are not satisfied their child has received their entitlement in the correct way, as set out in this agreement and in Early Education and Childcare Statutory Guidance for Local Authorities. 16.217.2. The likelihood of complaints arising from parents/carers in relation to the Early Education Funding is greatly reduced if providers fully comply with the Early Education and Childcare Statutory Guidance for Local Authorities, supply appropriate up to date information to parents/carers and have clear and transparent pricing policies in place. If, however, a parent/carer chooses to raise a concern or make a complaint regarding Early Education Funding or additional charges imposed as a condition of accessing this without prior agreement, they will be supported by the LA to do so in the following ways: - Parents/carers will be encouraged to discuss the issue with their provider in order to seek resolution in the first instance, and will be directed to Family Information Service/Children’s Information Service website which summarises Early Education Funding - If the situation remains unresolved the parent/carer will be encouraged to contact the Early Education Funding Team that will investigate the issue with the childcare provider to ensure compliance with the Early Education and Childcare Statutory Guidance for Local Authorities - If the investigation confirms that the childcare provider is operating in accordance with the Early Education and Childcare Statutory Guidance for Local Authorities, they will be informed of this outcome. Parents/carers will also be informed and provided with support to understand the specific, related elements of the criteria criteria. - If the investigation confirms that the provider is failing to comply with any element of the Early Education and Childcare Statutory Guidance for Local Authorities Authorities, the Early Education Funding Team Manager will work with the childcare provider to rectify the situation and ensure compliance. Providers and parents/carers will be informed of this outcome in writing. - If parents/carers are unhappy with the way in which their concerns have been dealt with they may make a formal complaint using the BCP Council Complaints Procedure. 16.317.3. If a parent or provider is not satisfied with the way in which their complaint has been dealt with by the LA or believes the LA has acted unreasonably, they can make a complaint to the Local Government Ombudsman. Such complaints will only be considered when the local complaints procedures have been exhausted. 16.417.4. The Local Government Ombudsman is an independent person who investigates allegations of maladministration causing injustice to the person who has complained. The Local Government Ombudsman can be contacted at 0300 061 0614.complaint to the

Complaints Process. 16.1. 20.1 The provider Provider should ensure they have a complaints procedure in place that is published and accessible for parents Parents who are not satisfied their child has received their EEF entitlement in the correct way, as set out in this agreement Agreement and in Early Education and Childcare Statutory Guidance guidance for Local Authorities. 16.2. The likelihood of complaints arising from parents/carers 20.2 If a Parent is not satisfied with the way in relation which the Provider has dealt with their complaint, the Provider should direct the Parent to the Early Education Funding Local Authority's Corporate Complaints Procedure at ▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇. 20.3 Where a Parent is greatly reduced if providers fully comply not satisfied that their child has received their EEF entitlement in accordance with the Early Education and Childcare Statutory Guidance for Local Authorities, supply appropriate up to date information to parents/carers and have clear and transparent pricing policies in place. If, however, a parent/carer chooses to raise a concern or make a complaint regarding Early Education Funding or additional charges imposed as a condition of accessing this without prior agreement, they will be supported by the LA to do so in the following ways: - Parents/carers will be encouraged to discuss the issue with their provider in order to seek resolution in the first instance, and will be directed to Family Information Service/Children’s Information Service website which summarises Early Education Funding - If the situation remains unresolved the parent/carer will be encouraged to contact the Early Education Funding Team that will investigate the issue with the childcare provider to ensure compliance with Agreement and/or the Early Education and Childcare Statutory Guidance for Local Authorities - and is unable to resolve their complaint or dispute directly with the Provider, the Parent may contact the Local Authority in order for the Local Authority to investigate the Parent's complaint. 20.4 Where a Parent contacts the Local Authority if they are unable to resolve their complaint or dispute directly with the Provider, the Local Authority may request relevant information from the Provider in order for the dispute/complaint to be investigated by the Local Authority. The Local Authority will give the Provider a reasonable amount of time to provide such information to the Local Authority. 20.5 If the investigation confirms that Provider fails to provide information requested by the childcare provider is operating Local Authority, as outlined in accordance with clause 20.4, the Early Education Local Authority may re-claim the total number of funded hours from the Provider, for the children and Childcare Statutory Guidance for Local Authorities, they will be informed of this outcome. Parents/carers will also be informed and provided with support to understand the specific, related elements of the criteria - If the investigation confirms that the provider is failing to comply with any element of the Early Education and Childcare Statutory Guidance for Local Authorities the Early Education Funding Team Manager will work with the childcare provider to rectify the situation and ensure compliance. Providers and parents/carers will be informed of this outcome period in writing. - If parents/carers are unhappy with the way in which their concerns have been dealt with they may make a formal complaint using the BCP Council Complaints Proceduredispute. 16.3. 20.6 If a parent Parent or provider Provider is not satisfied with the way in which their complaint has been dealt with by the LA Local Authority or believes the LA Local Authority has acted unreasonably, they can make a complaint to the Local Government Authority Ombudsman. Such complaints will only be considered when the local complaints procedures have been exhausted. 16.4. The Local Government Ombudsman is an independent person who investigates allegations of maladministration causing injustice to the person who has complained. The Local Government Ombudsman can be contacted at 0300 061 0614.

Complaints Process. 16.118.1 Providers must have a written complaints policy and ensure parents are aware of their right to complain to Ofsted. 18.2 Parents may have an agreement with a provider regarding the provision of a place for their child. It is the parents’ responsibility to ensure that they are happy with the terms and conditions before signing any agreement; the Local Authority will not be involved with disputes regarding any payments and contracts outside of the free entitlement. 18.3 The Local Authority will not intervene in providers’ private businesses outside of a child’s early education place. The provider should ensure they have a complaints procedure in place that is published and accessible for parents who are not satisfied their child local authority has received their entitlement in the correct way, as set out in this an agreement and in Early Education and Childcare Statutory Guidance for Local Authorities. 16.2. The likelihood of complaints arising from parents/carers in relation to the Early Education Funding is greatly reduced if providers fully comply with the Early Education provider regarding the provision of the free entitlement and Childcare Statutory Guidance for Local Authorities, supply appropriate up to date information to parents/carers can only investigate where there is a potential breach of these terms and have clear and transparent pricing policies in placeconditions. If, however, If a parent/carer chooses to raise parent has a concern or make regarding how a complaint regarding Early Education Funding or additional charges imposed as a condition of accessing provider is delivering the early education and childcare place they must seek to resolve this without prior agreement, they will be supported by the LA to do so in the following ways: - Parents/carers will be encouraged to discuss the issue directly with their provider in order to seek resolution in the first instance, . 18.4 If their concern is not resolved to their satisfaction the parent can choose to escalate to a formal complaint with Walsall Council using the complaints form. ▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇.▇▇▇.▇▇/index/council_and_democracy/contact_us/tellus.htm 18.5 An investigating officer will be appointed and will be directed request to Family Information Service/Childrenview any relevant information or paperwork related to the parent’s Information Service website which summarises Early Education Funding - complaint. If the situation remains unresolved review concludes that there has been a breach of the parent/carer terms and conditions then the provider will be encouraged notified in writing of the breach and given a clear action plan with timescales. Parents will be notified of the outcome. If the provider fails to contact the Early Education Funding Team that will investigate the issue comply with the childcare provider to ensure compliance with required actions within the Early Education and Childcare Statutory Guidance for Local Authorities - If the investigation confirms that the childcare provider is operating in accordance with the Early Education and Childcare Statutory Guidance for Local Authorities, timescale given they will be informed formally notified of this outcome. Parents/carers will also be informed and provided with support to understand their removal from the specific, related elements Directory of the criteria - If the investigation confirms that the provider is failing to comply with any element of the Early Education and Childcare Statutory Guidance for Local Authorities the Early Education Funding Team Manager will work with the childcare provider to rectify the situation and ensure compliance. Providers and parents/carers will be informed of this outcome in writing. - If parents/carers are unhappy with the way in which their concerns have been dealt with they may make a formal complaint using the BCP Council Complaints ProcedureProviders. 16.3Annexe A - Confirmation of Attendance Privacy notice Child’s Legal Family Name: Child’s Legal Forename(s): Date of Birth: Male/Female: Address: Post Code: Proof of DoB (e.g. Birth Certificate, Passport): Document recorded by (name of staff member): Funding Start date: Ethnicity: Does the child receive SEN Support? Does the child have an Education, Health & Care Plan (EHCP)? First Name E-Mail Surname Phone Number Additional details for children claiming 30 hours free childcare Parent/carer National Insurance Number: 30 hours eligibility code: (e.g. 12345678912) Setting Name(s) Please enter total free entitlement hours attended per week No. of weeks per year (e.g. 38,45,51) Universal Funding Extended Entitlement Disability Access Fund Declaration Is your child eligible and in receipt of Disability Living Allowance (DLA) Yes No If a parent your child is splitting their free entitlement across two or provider is not satisfied with more providers please nominate the way in which their complaint has been dealt with by the LA or believes the LA has acted unreasonably, they can make a complaint to the Local Government Ombudsman. Such complaints will only be considered when main setting where the local complaints procedures have been exhausted.authority should pay the DAF: Declaration Annexe B 16.4. The Local Government Ombudsman is an independent person who investigates allegations of maladministration causing injustice to the person who has complained. The Local Government Ombudsman can be contacted at 0300 061 0614.(1) WALSALL METROPOLITAN BOROUGH COUNCIL

Complaints Process. 16.1. 20.1 The provider Provider should ensure they have a complaints procedure in place that is published and accessible for parents who are not satisfied their child has received their EEF entitlement in the correct way, as set out in this agreement Agreement and in Early Education and Childcare Statutory Guidance guidance for Local Authorities. 16.2. The likelihood of complaints arising from parents/carers 20.2 In the event that a parent is not satisfied with the way in relation which the Provider has dealt with their complaint, the Provider should direct the parent to the Early Education Funding Local Authority's Corporate Complaints Procedure at ▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇. 20.3 Where a parent is greatly reduced if providers fully comply not satisfied that their child has received their EEF entitlement in accordance with this Agreement and/or the Early Education and Childcare Statutory Guidance for Local Authorities, supply appropriate up and is unable to date resolve their complaint or dispute directly with the Provider, the parent may contact the Local Authority in order for the Local Authority to investigate the parent's complaint. 20.4 Where a parent contacts the Local Authority in the event that they are unable to resolve their complaint or dispute directly with the Provider, the Local Authority may request relevant information from the Provider in order for the dispute/complaint to be investigated by the Local Authority. The Local Authority will give the Provider a reasonable amount of time to provide such information to parents/carers and have clear and transparent pricing policies in place. If, however, a parent/carer chooses the Local Authority. 20.5 In the event that the Provider fails to raise a concern or make a complaint regarding Early Education Funding or additional charges imposed as a condition of accessing this without prior agreement, they will be supported provide information requested by the LA to do so Local Authority, as outlined in clause 20.4, the following ways: - Parents/carers will be encouraged to discuss Local Authority may re-claim the issue with their provider total number of funded hours from the Provider, for the children and period in order to seek resolution in the first instance, and will be directed to Family Information Service/Children’s Information Service website which summarises Early Education Funding - If the situation remains unresolved the parent/carer will be encouraged to contact the Early Education Funding Team that will investigate the issue with the childcare provider to ensure compliance with the Early Education and Childcare Statutory Guidance for Local Authorities - If the investigation confirms that the childcare provider is operating in accordance with the Early Education and Childcare Statutory Guidance for Local Authorities, they will be informed of this outcome. Parents/carers will also be informed and provided with support to understand the specific, related elements of the criteria - If the investigation confirms that the provider is failing to comply with any element of the Early Education and Childcare Statutory Guidance for Local Authorities the Early Education Funding Team Manager will work with the childcare provider to rectify the situation and ensure compliance. Providers and parents/carers will be informed of this outcome in writing. - If parents/carers are unhappy with the way in which their concerns have been dealt with they may make a formal complaint using the BCP Council Complaints Proceduredispute. 16.3. 20.6 If a parent or provider Provider is not satisfied with the way in which their complaint has been dealt with by the LA Local Authority or believes the LA Local Authority has acted unreasonably, they can make a complaint to the Local Government Authority Ombudsman. Such complaints will only be considered when the local complaints procedures have been exhausted. 16.4. The Local Government Ombudsman is an independent person who investigates allegations of maladministration causing injustice to the person who has complained. The Local Government Ombudsman can be contacted at 0300 061 0614.

Complaints Process. 16.1. 19.1 The provider Provider should ensure they have a complaints procedure in place that is published and accessible for parents who are not satisfied their child has received their entitlement Free Entitlement in the correct way, as set out in this agreement and in Early Education and Childcare Statutory Guidance guidance for Local Authoritieslocal authorities. 16.219.2 Where parents have a concern regarding access to Free Early Years Provision and Childcare they should follow the Providers complaints procedure. The likelihood of complaints arising from parents/carers in relation If a parent is not able to the Early Education Funding is greatly reduced if providers fully comply resolve their concern directly with the Provider and where the parent is not satisfied that their child has received their Free Entitlement in accordance with the legislation or as set out in this agreement and in Early Education and Childcare Statutory Guidance guidance for Local Authorities, supply appropriate up to date information to parentslocal authorities then the following process will be available: - The parent/carers carer can initially contact Families Information Direct by telephone who will answer any initial queries and have clear and transparent pricing policies clarify the statutory guidelines in place. If, however, a parent/carer chooses to raise a - Where the concern cannot be resolved by telephone or make a complaint regarding Early Education Funding or additional charges imposed as a condition of accessing this without prior agreement, they will be supported by the LA to do so in the following ways: - Parents/carers will be encouraged to discuss the issue with their provider in order to seek resolution in the first instance, and will be directed to Family Information Service/Children’s Information Service website which summarises Early Education Funding - If the situation remains unresolved the parent/carer wishes to make a formal notification to Families Information Direct this can be done so in writing (including email). - The concern will be encouraged to contact shared with the Early Education Funding Team that relevant Local Authority Officer who will investigate the issue circumstances surrounding the parent/carer concern. - Where the concern relates to any private arrangement between the parent/carer and Provider the parent will be advised that this falls out of the scope of Local Authority responsibility and provided with alternative sources of advice and support. - Where the childcare provider concern relates to ensure compliance with the Early Education access of Free Entitlement the Local Authority will contact the Provider (subject to relevant data protection and Childcare Statutory Guidance for Local Authorities consent) and will discuss the matter. - If the investigation confirms Local Authority (acting reasonably) considers that the childcare provider is operating Provider has inappropriately levied charges in accordance respect of the offer of Free Entitlement to parents/carers, the Provider shall, within thirty (30) days, make such repayments as the Local Authority directs, to the parent/carer against whom the charge has been levied. - All parties will be notified in writing of the outcome. 19.3 The Provider shall co-operate fully with the Early Education Local Authority following any complaint received regarding the Provider, its staff or the services offered by the Provider. The Provider shall make available to the Authority a copy of their complaints policy and Childcare Statutory Guidance for Local Authorities, they procedures and will be informed advise the Authority of this outcome. Parents/carers will also be informed and provided with support any complaint made directly to understand the specific, related elements of the criteria - If the investigation confirms that the provider is failing to comply with any element of the Early Education and Childcare Statutory Guidance for Local Authorities the Early Education Funding Team Manager will work with the childcare provider to rectify the situation and ensure compliance. Providers and parents/carers will be informed of this outcome in writing. - If parents/carers are unhappy with the way in which their concerns have been dealt with they may make a formal complaint using the BCP Council Complaints Procedurethem. 16.3. 19.4 If a parent or provider Provider is not satisfied with the way in which their complaint has been dealt with by the LA Local Authority or believes the LA Local Authority has acted unreasonably, they can make a complaint to the Local Government Authority Ombudsman. Such complaints will only be considered when the local complaints procedures have been exhausted. 16.4. The Local Government Ombudsman is an independent person who investigates allegations of maladministration causing injustice to the person who has complained. The Local Government Ombudsman can be contacted at 0300 061 0614.