Complaints procedure

The Local Authority has a duty to investigate any complaint received. Complaints and concerns received from:

• Parents/Carers
  Parents/Carers who have a complaint or concern about their registered childcare provider should in the first instance follow their setting's Complaints Policy. If the matter is not resolved adequately then they can contact the Local Authority.
  • early education funding can be referred to the Early Years Finance team at earlyyearsfinance@norfolk.gov.uk
  • all other matters should be referred to the Early Years team at earlyyearsandchildcare@norfolk.gov.uk (FAO. Jo-anne Lamb) 
• Registered Childcare Providers
  Providers who have a complaint or concern about early years can contact the Local Authority.
  • early education funding can be referred to the Early Years Finance team at earlyyearsfinance@norfolk.gov.uk
  • all other matters should be referred to the Early Years team at earlyyearsandchildcare@norfolk.gov.uk (FAO. Jo-anne Lamb) 
• Professionals working with families and/or registered providers
  Professionals who have a complaint or concern about a registered childcare provider should in the first instance follow the setting's Complaints Policy and /or contact Ofsted where appropriate.

The personal details of the complaint will be treated confidentially. Details will only be shared with those members of staff who need to know in order to investigate the complaint. If necessary the childcare provider will be contacted to ensure that the Local Agreement / Statutory Guidance are being adhered to. Anyone who makes their complaint public in the media may forfeit their right to anonymity.

Depending on the seriousness of the complaint, you may be signposted to Ofsted or the Local Authority Designated Officer. 

If the complainant feels that they have not received a satisfactory response to their complaint and wish to take the matter further, than a more formal complaint can be submitted via our NCC website at http://online.norfolk.gov.uk/complaints/ (opens new window)

If the complainant is not happy with their treatment under this procedure, they may make a complaint to the Local Government Ombudsman. Usually the advice team will not take any action until any investigation completed by a Local Authority is complete.

The Local Government Ombudsman Advice Team can be contacted at :

Post: Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH

Telephone: 0845 602 1983 (Mon - Fri 8.30am to 5pm)

Email: advice@lgo.org.uk