Common use of Parental Complaints Clause in Contracts

Parental Complaints. ‌ 23.1. Where parents have issues or concerns about accessing the entitlements or the quality of care, they should discuss their concerns with the provider in the first instance. 23.2. If parent’s concerns are not resolved informally, or they feel the provider did not respond adequately they should follow the providers complaints procedure. Providers should ensure they have a complaints procedure in place that is published and accessible for parents. 23.3. After exhausting the providers complaints procedure, if parents are not satisfied with the response, they should contact OFSTED or the Council, depending on the nature of their concerns. 23.4. Where their concerns are about the quality of care, they should contact OFSTED via their website. For concerns about accessing the entitlements, Bracknell Forest Council has a complaints procedure and complaints form to enable parents to raise their concerns with the Council. 23.5. If a parent or provider is not satisfied with the way in which their 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 Government Ombudsman (LGO). The LGO will only consider complaints when the provider and Local Authority complaints procedures have been exhausted. 23.6. If a parent or provider is concerned about how personal data is being processed, held, or stored in regard to the General Data Protection Regulation and the Data Protection Act 2018 they can make a complaint to the Information Commissioner’s Office xxxxx://xxx.xxx.xx/make-a-complaint/ 1. Legal Framework • Comply with all relevant legislation • Meet the duties of the Equality Act 2010 • Have clear safeguarding policies & procedures

Parental Complaints. ‌ 23.1. Where parents have issues or concerns about accessing the free entitlements or the quality of care, they should discuss their concerns with the provider in the first instance. 23.2. If parent’s parents concerns are not resolved informally, or they feel the provider did not respond adequately they should follow the providers complaints procedure. Providers Provider should ensure they have a complaints procedure in place that is published and accessible for parents. 23.3. After exhausting the providers complaints procedure, if parents are not satisfied with the response, response they should contact OFSTED or the Council, depending on the nature of their concerns. 23.4. Where their concerns are about the quality of care, they should contact OFSTED via their website. For concerns about accessing the entitlements, Bracknell Forest Council free entitlements BFC has a complaints procedure and complaints form to enable parents to raise their concerns with the Council. 23.5. If a parent or provider is not satisfied with the way in which their 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 Government Authority Ombudsman (LGO). The LGO will only consider complaints when the provider and Local Authority complaints procedures have been exhausted. 23.6. If a parent or provider is concerned about how personal data is being processed, held, held or stored in regard regards to the General Data Protection Regulation and the Data Protection Act 2018 they can make a complaint to the Information Commissioner’s Office xxxxx://xxx.xxx.xx/make-a-complaint/ 1. Legal Framework • Comply with all relevant legislation • Meet the duties of the Equality Act 2010 • Have clear safeguarding policies & procedures 2. Requirements for receiving the free entitlements • Operate a setting located in Bracknell Forest • Register on the Bracknell Forest Local Directory • Registration with Ofsted (if providing childcare that requires registration) • Comply with the conditions of the Provider Agreement • Actively promote fundamental British Values • Comply with the terms and conditions of the Provider Agreement 3. Free Entitlements • Deliver the free entitlements in accordance with the conditions set out in sections 7 and 8 of the Provider Agreement • Check original copies of documentation to confirm a child has reached the eligible age for all free entitlements • Offer free places within the national parameters on flexibility • Publish a stretched offer (if available) • Hold completed, signed Parent Declarations for each funded child

Parental Complaints. ‌ 23.1. Where parents have issues or concerns about accessing the free entitlements or the quality of care, they should discuss their concerns with the provider in the first instance. 23.2. If parent’s parents concerns are not resolved informally, or they feel the provider did not respond adequately they should follow the providers complaints procedure. Providers Provider should ensure they have a complaints procedure in place that is published and accessible for parents. 23.3. After exhausting the providers complaints procedure, if parents are not satisfied with the response, response they should contact OFSTED or the Council, depending on the nature of their concerns. 23.4. Where their concerns are about the quality of care, they should contact OFSTED via their website. For concerns about accessing the entitlements, Bracknell Forest Council free entitlements BFC has a complaints procedure and complaints form to enable parents to raise their concerns with the Council. 23.5. If a parent or provider is not satisfied with the way in which their 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 Government Authority Ombudsman (LGO). The LGO will only consider complaints when the provider and Local Authority complaints procedures have been exhausted. 23.6. If a parent or provider is concerned about how personal data is being processed, held, held or stored in regard regards to the General Data Protection Regulation and the Data Protection Act 2018 they can make a complaint to the Information Commissioner’s Office xxxxx://xxx.xxx.xx/make-a-complaint/ 1. Legal Framework •  Comply with all relevant legislation •  Meet the duties of the Equality Act 2010 •  Have clear safeguarding policies & procedures 2. Requirements for receiving the free entitlements  Operate a setting located in Bracknell Forest  Register on the Bracknell Forest Local Directory  Registration with Ofsted (if providing childcare that requires registration)  Comply with the conditions of the Provider Agreement  Actively promote fundamental British Values  Comply with the terms and conditions of the Provider Agreement 3. Free Entitlements  Deliver the free entitlements in accordance with the conditions set out in sections 7 and 8 of the Provider Agreement  Check original copies of documentation to confirm a child has reached the eligible age for all free entitlements  Offer free places within the national parameters on flexibility  Publish a stretched offer (if available)  Hold completed, signed Parent Declarations for each funded child 4. Funding  Submit accurate headcount and data returns within the published deadlines via the Provider Portal  Register one or more users on the provider portal and activate the account  Only claim free entitlements as detailed in the signed Parent Declaration Form 5. Charging  Parents must not be charged for any part of the free entitlements  Providers may charge for meals, consumables, additional hours and additional services  Charges for additional hours and services must be optional  Providers must have a policy for parents who are unable or unwilling to pay for meals and consumables  Fees and charges must be clear, transparent and published  Deposits where charged are refunded with 6 weeks of child’s start date  Invoices must be clear, transparent, itemised and include providers full details

Parental Complaints. ‌ 23.1. Where parents have issues or concerns about accessing the free entitlements or the quality of care, they should discuss their concerns with the provider in the first instance. 23.2. If parent’s parents’ concerns are not resolved informally, or they feel the provider did not respond adequately they should follow the providers complaints procedure. Providers Provider should ensure they have a complaints procedure in place that is published and accessible for parents. 23.3. After exhausting the providers complaints procedure, if parents are not satisfied with the response, they should contact OFSTED or the Council, depending on the nature of their concerns. 23.4. Where their concerns are about the quality of care, they should contact OFSTED via their website. For concerns about accessing the entitlements, Bracknell Forest Council free entitlements BFC has a complaints procedure and complaints form to enable parents to raise their concerns with the Council. 23.5. If a parent or provider is not satisfied with the way in which their 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 Government Authority Ombudsman (LGO). The LGO will only consider complaints when the provider and Local Authority complaints procedures have been exhausted. 23.6. If a parent or provider is concerned about how personal data is being processed, held, held or stored in regard regards to the General Data Protection Regulation and the Data Protection Act 2018 they can make a complaint to the Information Commissioner’s Office xxxxx://xxx.xxx.xx/make-a-complaint/ 1. Legal Framework • Comply with all relevant legislation • Meet the duties of the Equality Act 2010 • Have clear safeguarding policies & proceduresAnnex A:

Parental Complaints. ‌ 23.1. Where parents have issues or concerns about accessing the free entitlements or the quality of care, they should discuss their concerns with the provider in the first instance. 23.2. If parent’s parents’ concerns are not resolved informally, or they feel the provider did not respond adequately they should follow the providers complaints procedure. Providers Provider should ensure they have a complaints procedure in place that is published and accessible for parents. 23.3. After exhausting the providers complaints procedure, if parents are not satisfied with the response, they should contact OFSTED or the Council, depending on the nature of their concerns. 23.4. Where their concerns are about the quality of care, they should contact OFSTED via their website. For concerns about accessing the entitlements, Bracknell Forest Council free entitlements BFC has a complaints procedure and complaints form to enable parents to raise their concerns with the Council. 23.5. If a parent or provider is not satisfied with the way in which their 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 Government Authority Ombudsman (LGO). The LGO will only consider complaints when the provider and Local Authority complaints procedures have been exhausted. 23.6. If a parent or provider is concerned about how personal data is being processed, held, or stored in regard to the General Data Protection Regulation and the Data Protection Act 2018 they can make a complaint to the Information Commissioner’s Office xxxxx://xxx.xxx.xx/make-a-complaint/ 1. Legal Framework •  Comply with all relevant legislation •  Meet the duties of the Equality Act 2010 •  Have clear safeguarding policies & procedures 2. Requirements for receiving the free entitlements  Operate a setting located in Bracknell Forest  Register on the Bracknell Forest Local Directory  Registration with Ofsted (if providing childcare that requires registration)  Actively promote fundamental British Values  Comply with the terms and conditions of the Provider Agreement 3. Free Entitlements  Deliver the free entitlements in accordance with the conditions set out in sections 7 and 8 of the Provider Agreement  Check original copies of documentation to confirm a child has reached the eligible age for all free entitlements  Offer free places within the national parameters on flexibility  Hold completed, signed Parent Declarations for each funded child 4. Funding  Submit accurate headcount and data returns within the published deadlines via the Provider Portal  Register one or more users on the provider portal and activate the account  Only claim free entitlements as detailed in the signed Parent Declaration Form 5. Charging  Parents must not be charged for any part of the free entitlements, including top fees  Providers may charge optional additional fees for hours, services and resources not covered by the free entitlements  Providers must have a policy for parents unable or unwilling to pay optional additional charges  Providers must publish their admission criteria & which hours/sessions are part of the free entitlement.  All fees and charges must be clear, transparent and published  Invoices must be clear, transparent, itemised and include providers full details  Deposits where charged must be refunded with 6 weeks of child’s start date

Parental Complaints. ‌ 23.1. Where parents have issues or concerns about accessing the free entitlements or the quality of care, they should discuss their concerns with the provider in the first instance. 23.2. If parent’s parents concerns are not resolved informally, or they feel the provider did not respond adequately they should follow the providers complaints procedure. Providers Provider should ensure they have a complaints procedure in place that is published and accessible for parents. 23.3. After exhausting the providers complaints procedure, if parents are not satisfied with the response, response they should contact OFSTED or the Council, depending on the nature of their concerns. 23.4. Where their concerns are about the quality of care, they should contact OFSTED via their website. For concerns about accessing the entitlements, Bracknell Forest Council free entitlements BFC has a complaints procedure and complaints form to enable parents to raise their concerns with the Council.Council.‌‌‌‌‌ 23.5. If a parent or provider is not satisfied with the way in which their 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 Government Authority Ombudsman (LGO). The LGO will only consider complaints when the provider and Local Authority complaints procedures have been exhausted.exhausted.‌‌‌‌ 23.6. If a parent or provider is concerned about how personal data is being processed, held, held or stored in regard regards to the General Data Protection Regulation and the Data Protection Act 2018 they can make a complaint to the Information Commissioner’s Office xxxxx://xxx.xxx.xx/make-a-complaint/xxxxx://xxx.xxx.xx/make-a-complaint/‌‌ 1. Legal Framework • Comply with all relevant legislation • Meet the duties of the Equality Act 2010 • Have clear safeguarding policies & proceduresAnnex A:

Parental Complaints. ‌ 23.1. Where parents have issues or concerns about accessing the free entitlements or the quality of care, they should discuss their concerns with the provider in the first instance. 23.2. If parent’s parents’ concerns are not resolved informally, or they feel the provider did not respond adequately they should follow the providers complaints procedure. Providers Provider should ensure they have a complaints procedure in place that is published and accessible for parents. 23.3. After exhausting the providers complaints procedure, if parents are not satisfied with the response, they should contact OFSTED or the Council, depending on the nature of their concerns. 23.4. Where their concerns are about the quality of care, they should contact OFSTED via their website. For concerns about accessing the entitlements, Bracknell Forest Council free entitlements BFC has a complaints procedure and complaints form to enable parents to raise their concerns with the Council. 23.5. If a parent or provider is not satisfied with the way in which their 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 Government Authority Ombudsman (LGO). The LGO will only consider complaints when the provider and Local Authority complaints procedures have been exhausted. 23.6. If a parent or provider is concerned about how personal data is being processed, held, held or stored in regard regards to the General Data Protection Regulation and the Data Protection Act 2018 they can make a complaint to the Information Commissioner’s Office xxxxx://xxx.xxx.xx/make-a-complaint/ 1. Legal Framework • Comply with all relevant legislation • Meet the duties of the Equality Act 2010 • Have clear safeguarding policies & procedures 2. Requirements for receiving the free entitlements • Operate a setting located in Bracknell Forest • Register on the Bracknell Forest Local Directory • Registration with Ofsted (if providing childcare that requires registration) • Actively promote fundamental British Values • Comply with the terms and conditions of the Provider Agreement 3. Free Entitlements • Deliver the free entitlements in accordance with the conditions set out in sections 7 and 8 of the Provider Agreement • Check original copies of documentation to confirm a child has reached the eligible age for all free entitlements • Offer free places within the national parameters on flexibility • Hold completed, signed Parent Declarations for each funded child

Parental Complaints. ‌ 23.1. Where parents have issues or concerns about accessing the entitlements or the quality of care, they should discuss their concerns with the provider in the first instance. 23.2. If parent’s concerns are not resolved informally, or they feel the provider did not respond adequately they should follow the providers complaints procedure. Providers should ensure they have a complaints procedure in place that is published and accessible for parents. 23.3. After exhausting the providers complaints procedure, if parents are not satisfied with the response, they should contact OFSTED or the Council, depending on the nature of their concerns. 23.4. Where their concerns are about the quality of care, they should contact OFSTED via their website. For concerns about accessing the entitlements, Bracknell Forest Council has a complaints procedure and complaints form to enable parents to raise their concerns with the Council. 23.5. If a parent or provider is not satisfied with the way in which their 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 Government Ombudsman (LGO). The LGO will only consider complaints when the provider and Local Authority complaints procedures have been exhausted. 23.6. If a parent or provider is concerned about how personal data is being processed, held, or stored in regard to the General Data Protection Regulation and the Data Protection Act 2018 they can make a complaint to the Information Commissioner’s Office xxxxx://xxx.xxx.xx/make-a-complaint/https://ico.org.uk/make-a-complaint/ 1. Legal Framework • Comply with all relevant legislation • Meet the duties of the Equality Act 2010 • Have clear safeguarding policies & procedures 2. Requirements for receiving the entitlements • Operate a setting located in Bracknell Forest • Register on the Bracknell Forest Local Directory • Register with Ofsted or with an OFSTED registered agency (if providing childcare that requires registration) • Actively promote fundamental British Values • Comply with the terms and conditions of the Provider Agreement