Complaints Policy regarding Funded Entitlement places
Complaints Policy regarding Funded Entitlement places
All complaints will be given equal importance and dealt with fairly.
Please note: If the complaint is regarding the eligibility outcome from the HMRC website, then the only option open to the parent/carer is to contact HMRC direct – 0300 123 4097
If parents/carers feel they would like to make a complaint because they are not satisfied with the Funded Entitlement place their child is entitled to, parents/carers should speak to the provider(s) in the first instance to discuss concerns.
Following these discussions with their provider(s), if parents/carers remain unhappy with the outcome, they should follow the stages below:
Stage One:
Parents/carers should write to:
Early Years Finance and Regulations Manager at Buckinghamshire Council
1st Floor
Walton Street Offices
Walton Street
Aylesbury
Buckinghamshire
HP20 1UA
They can also email earlyyears@buckinghamshire.gov.uk
Parents carers will need to provide the relevant information, such as:
- Childs name and date of birth
- Name and address of provider(s) where your child attends, please give details of all providers your child attends
- Full details of the complaint
Parents/carers can expect a response to state the complaint has been received within 10 workings days, and within 28 working days the parent will receive a response to the complaint.
Stage Two:
If the parent/carer is still unhappy and not satisfied with Stage One, they can request a review of the complaint by writing to:
Compliments and Complaints Team at Buckinghamshire Council
Walton Street Offices
Walton Street
Aylesbury
Buckinghamshire
HP20 1UA
They can also email complimentsandcomplaints@buckinghamshire.gov.uk
Parents/carers can expect a response to state the complaint has been received within 10 workings days, and within 28 working days the parent will receive a response to the complaint.
Stage 3:
If the parent is still unhappy, they can ask the Local Government Ombudsman (LGO) to investigate their complaint. Parents can contact the LGO for advice as to whether the complaint is something they can investigate.
Local Government Ombudsman Website:
Home - Local Government and Social Care Ombudsman
Advice Line: 0300 0610 614
Please be aware that the Ombudsmen will not normally investigate a complaint until it has been through the Buckinghamshire Council complaints procedure.