have name-changed...
I work shifts, the nursery is paid for monthly in advance. they bill me the extra in the following month if i use them more than anticipated. i tell them in the the day before, then confirm in the morning if they are having him for an extra day. they forgot to pick up my (5yo) son a fortnight ago. i told the OWNER my son would be in that day, she wrote it in the diary but didn't put his name on the pick up list. they didn't notice he was missing from their care for forty mins until school phoned. first i heard was when school phoned me to tell me he wasn't collected. i was miles away at work and had to phone nursery to get them to go and get him. i was unimpressed and complained, they apologised. thought it wouldn't happen again.
two weeks later,this time his name WAS on the list. i phoned at lunch time to confirm they were collecting him. they collected from school and left without him, despite his name being on the list, assuming i had got him. another 40 mins passed, school phoned, i phoned the nursery and they said 'oh we've just realised, going to get him now. sorry'. I had school telling me he had been collected (staff member on phone in different office than child and teacher) and nursery telling me they didn't have him. i was frantic for 40 mins that my child was unaccounted for...nursery apologised again, said they would look at procedure, but were generally playing it down. another prob is that nursery couldn't contact their member of staff who was doing pick up as the person on pick up didn't have a mobile phone on them.
sent written complaint to owner who replied apologising, but providing what were essentially reasoned excuses for my concerns...
were they playing it down? am i being unreasonable or are they?