Help with Childcare Costs

Complaints Policy for parents who are not satisfied their child has received their free early education entitlement place in the correct way.

Parents and carers should always contact the Provider(s) concerned to discuss the problem and if necessary, go through the Provider’s internal complaints procedure to try and resolve the problem. However, if the parent is not happy with the outcome they can appeal to the Council, through the process set out in 23.3. 23.3 If a parent is not satisfied that their child has received their free early education entitlement in the correct way, they may contact the Family, Early Years and Childcare Service by emailing earlyyears@southend.gov.uk.

Parents and carers will need to provide the following information:

• full legal name and date of birth of their child.

• name and address of the Provider where their child attends, if the child attends more than one Provider, the parent should give details of all Providers where their child attends.

• total funding received at all Providers for the funding period concerned.

• full details of the nature of the complaint.

Providers will need to provide the following information:

• full legal name and date of birth of the child.

• name and address of any other provider that the child attends.

• total funding claimed and total received for the child.

• full details of the nature of the complaint.

• signed parent declaration form (part A and part B) relating to the child.

The Family, Early Years and Childcare Service will aim to respond to parent enquiries within ten working days. However, if the query is going to take longer to resolve an interim reply will be sent detailing a date by which a full response can be expected.

If a parent is still not satisfied with the way in which their complaint has been dealt with, they may make a formal complaint. The complaints process can be viewed online General complaints – Southend-on-Sea City Council.