In the first instance, it is usually best if you discuss your concerns with your childcare provider or the person in charge. If you are a parent or carer and cannot resolve your concern through discussion, you can make a formal complaint to the provider. All providers should have a complaints procedure in place that is published and accessible for parents, who are not satisfied their child has received their funded entitlement in the correct way, as set out in the 'East Riding of Yorkshire Council Provider Agreement for funded early education and childcare for two-three and four-year-olds'.
For a summary of the terms of the agreement please see section 5 of the Parental Agreement, which your childcare provider should have asked you to complete:
Parental Agreement (pdf 60kb opens in new window)
If you are unable to resolve your concern directly with the provider, you can follow the council's complaints procedure. Childcare providers should make parents aware that they can take their complaint to the council.
If you wish to take your complaint to the council you should contact the Families' Information Service Hub (FISH) on (01482) 396469 to give the details of your complaint. The complaint will then be passed onto an officer in the Early Years Service.
The officer will contact both yourself and the childcare provider within 10 working days to gather full details and any documentary evidence that may be required, (such as copies of invoices or the signed parental agreement and declaration form).
The council will reply in writing to both the parent and childcare provider, no later than 10 working days after gathering all relevant information, setting out their assessment of the situation and stating whether the actions of the provider are in accordance with the provider agreement.
If you are not satisfied with the way in which your complaint has been dealt with by the Local Authority or believe the Local Authority has acted unreasonably, you can make a complaint to the Local Authority Ombudsman. These complaints will only be considered when the local complaints procedure has been exhausted.