If you unhappy with the service you have received from Kids Lincs or with a childcare provider the following information will tell you how to make a complaint or let us know what you feel.

If you would like to complain about Kids Lincs...click here

If you have a complaint about a childcare provider or someone looking after children...click here

Complain about Kids Lincs:

Stage 1

Stage 2

Stage 3

Kids Lincs has adopted the Social Services Complaints Procedure.

Complaints Procedure

Stage 1

As Kids Lincs reports to the Childcare Development Service you can contact the Manager with your views:

Address:

Childcare Development Service

The Angel

Market Place

Brigg

DN20 8LD

Your complaint will be looked at first by those most closely involved, including the staff concerned and the manager.

We take your views seriously and will make every effort to work with you to find the best way to address your complaint.  Some action will be taken within 10 days.

You will receive a reply in writing within 28 days of making your complaint.

If you are not satisfied with this reply you can contact the Complaints Officer who will take your complaint to stage 2:

Julie Pointon

Complaints and Representations Officer

Social Services

The Angel

Market Place

Brigg

DN20 8LD

Stage 2

This stage is a more formal investigation of your compliant.

• An Investigating Officer will be appointed. He or she will be a senior manager who is not directly involved with you or Kids Lincs.
• The Investigating Officer will talk with you and listen to your complaint. They will then talk to staff and others involved and look at records to gain as much information as possible to answer your complaint.
• If your complaint concerns a child, someone not employed by the council, an Independent Person will be asked to be involved in the investigation. They will ensure the investigation is carried out properly and give an independent point of view.
• At the end of the investigation you will receive a report and a decision about what can or cannot be done about your complaint. You should receive this within 28 days of your complaint being accepted at stage2.

If again you are not satisfied you can ask that your complaint be looked at again. This must be done within 28 days of receiving the reply at Stage 2 and must be in writing.

Your complaint will then be taken to Stage 3.

Stage 3 - Panel Review

This stage is a full consideration of information gathered at the stage 2 investigation and the reply you were given.

• At this stage your complaint is looked at by a group of people.
• You will be invited to talk to the Panel about why you are not happy with the response you were given.
• The Investigating Officer and Independent Person, if there was one, will be also invited and asked questions about the investigation.
• The Panel will look at the reports and response you were sent.
• The Panel will reach a decision within 24 hours. You will receive a final decision from the Director in 28 days.

This is the end of the local authorities complaints procedures. If you still consider your complaint has not been dealt with satisfactorily you can approach the Local Government Ombudsman who is appointed by the government and may look at your complaint again.

At any stage in the above process, if you need more help, you are free to contact your local Councillor or the Citizens Advice Bureau (12 Oswald Road, Scunthorpe, DN15 7PT. Tel. 01724 848645).

If you are concerned about the care of children within a childcare setting including, childminders, nurseries, pre-schools, out of school clubs and so on please contact either:

Kids Lincs* or OfSTED

OfSTED

*The details of a complaint made to us about a childcare provider may require further action.  We are required to pass some complaints on to OfSTED, and Child Protection Team.  All complaints are followed-up including those made anonymously.