“Parents will welcome a helping hand with the eye-watering cost of childcare” – Which? response to the Queen’s Speech

On the Childcare Bill Which? executive director, Richard Lloyd, said:

“Parents will welcome a helping hand with the eye-watering cost of childcare, but this should just be the start of reforms​.​ ​We want parents to have access to better information about the quality of nurseries and childminders and for it to be made easier for them to complain to put things right when they go wrong.”

Which? is calling for:

  • Improved information to be available to support parents making their childcare choice;
  • The proposed single ombudsman for public services, which should include childcare in its remit;
  • Complaints should more effectively inform Ofsted’s inspection activities; and
  • The regulator should be able to accept super-complaints from designated bodies.

On the draft Public Service Ombudsman Bill, Richard Lloyd, said:

“Thousands of people have told us they faced problems when complaining about public services. Complaints are falling between the gaps in the current system, so we’re pleased the Government has listened to our calls to introduce a single ombudsman. This should make it easier to complain and ensure every complaint counts.”

Notes to Editors

1.    Our ‘Make Complaints Count’ campaign now has over 83,000 supporters and is calling on the Government to pledge to be the champion of patients, parents and all users of public services by committing to:

  • Requiring all regulators of public services to use complaints to trigger inspections;
  • Giving people access to independent support to help them complain;
  • Introducing a single public services ombudsman to deal with complaints effectively;
  • Allowing representative groups to make super-complaints on behalf of those impacted; and
  • Ensuring whistleblowers are listened to and their concerns acted upon.

People can support the campaign at www.which.co.uk/publicservices

2.    5.3 million people who had a problem with a public service didn’t go on to complain. Of those who did not complain 35% said it was because they felt nothing would be done about the problem and 35% felt it would not be worth the effort. One in five didn’t know who to complain to.

Methodology: Populus, on the behalf of Which?, conducted an online survey of 4,058 UK adults between 6th – 12th February 2015. Data were weighted to be representative of all UK adults.

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