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Free Entitlement Complaints Procedure

Step 1

Discuss your complaint with your pre-school, nursery or childminder

At the end of your discussion ask for confirmation in writing or by email on what was discussed and how it is to be resolved. 

Make sure that you have copies of the agreement or contract you signed when you registered your child at the setting (ask them for a copy if you have not kept one) and also any invoices and fee lists provided by the setting if your complaint is payment related.

If this has not resolved your query move to step 2

Step 2

Please email your complaint to:

Please put “Free entitlement complaint” in the subject line. You may be contacted and asked for more information if required.

If you would prefer to speak to someone about your complaint please email your contact details to the email address above

Step 3

You will receive an email acknowledgement of your complaint.

The Free Entitlement team may need to contact your childcare provider and review their documentation and processes (this will be done in complete confidence and your name will not be given unless you are happy for us to do so)

We aim to provide a response to your complaint as quickly as possible, and no later than 15 working days, but will always keep you updated with progress wherever possible

If you are not satisfied that your query has been resolved see step 4

Step 4

You can make a formal complaint to the Free Entitlement Complaints Panel by emailing

Please put “FORMAL COMPLAINT” in the subject line