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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

AIBU or is nursery.....?

42 replies

OggOgg · 06/09/2019 20:08

DS is 3 and has a year round place funded by early years 15 hours.

The nurse is closed on bank holiday Mondays yet our funding is paid and he can't go. I think this is a bit shit, I can't think of many other businesses that could operate like this but hey ho...

So the week before last I got a voucher in DS's bag. It had his name on it and was an 'in lieu' voucher offering an extra day due to the upcoming bank holiday. I called to book him in on the Wednesday as our 'in lieu' day and was told that was fine.

Our bill arrived and we had been charged for the extra day. I called the manager and explained we had a voucher and had called and told it was fine to book him in. She said both had been a mistake, he wasn't entitled, if I'd checked the T&C's I'd know that and there was nothing she could do, we'd have to pay...

She then added that because we hadn't handed our voucher in we couldn't have the day anyway, that all vouchers had to be handed in or it was invalid. I found the voucher and it simply states hand in at time of booking, which we did over the phone!

He loves the nursery but I'm really annoyed by this, aibu?

OP posts:

NameChangedForTheDay · 06/09/2019 20:44

It's not a day 'in lieu' if they are asking you to pay for this. Why offer a voucher for it if it's not meant to be free? Makes no sense.

Sounds like either someone didn't know what they were talking about when they spoke to you, or they're just pulling a fast one.

Ask them what I've raised in the first paragraph.

Good luck.

SunInTheSkyYouKnowHowIFeel · 06/09/2019 20:49

YANBU, is there anything you can do to complain further?

gottastopeatingchocolate · 06/09/2019 21:00

It's good that you have found the voucher. Take it to show them, and explain that you would nort have booked the extra day if it hadn't been covered by the voucher, so won't be paying due to their poor communication.

I'd be having a quiet look around at other options in case it didn't blow over, too!

hidinginthenightgarden · 06/09/2019 21:03

The bank holiday thing is normal and for a while a previous nursery we used did let you have a day elsewhere if you missed one. In this case it seems like they are trying to get extra cash.

Original poster

OggOgg · 06/09/2019 21:07

Thanks all, they said the voucher was given in error and that when I called they also made a mistake in telling me I could have the extra day!

OP posts:

TequilaMockingbird0 · 06/09/2019 21:09

If they gave you the voucher in error, that's their fault. They should accept their mistake. I'd refuse to pay for the day.

NameChangedForTheDay · 06/09/2019 21:10

Well that's their problem then. They should honour it. I'd speak to whoever is in charge.

Although I'm still wondering why they have vouchers if they aren't for free days in lieu.

SockQueen · 06/09/2019 21:10

I don't know about the voucher business but DS's nursery still charge for bank holidays even though they're closed, and having asked a few friends it seems pretty common, though not universal.

NameChangedForTheDay · 06/09/2019 21:11

Oh and refuse to pay if a calm and polite conversation with the manager doesn't work.

Surely they wouldn't want to lose any custom. Unless it's got a waiting list.

GeorgieTheGorgeousGoat · 06/09/2019 21:11

Funding is term time only? Most bank holidays fall in the holidays.

ClemDanFango · 06/09/2019 21:11

Well it’s their error on both parts so why should you be out of pocket for their mistake?
YANBU at all and I would tell them that I will not be paying for their mistakes.

Original poster

OggOgg · 06/09/2019 21:12

They have handwritten vouchers for the children who aren't funded, my son got one in error.

The manageress is refusing to honour it, I don't know what to do

OP posts:

Millie2016 · 06/09/2019 21:12

Our private nursery closes BH too. Annoying but we just lose that day.
I wouldn’t pay. Both their errors. Ask who you can escalate the matter to.

allabouteve1 · 06/09/2019 21:12

If you shouldn't have had the voucher in the first place and they booked you in saying you could us it they can't expect you to pay for their mistakes. Not let him come for the day fine but no way can they charge you for it.

WhatTiggersDoBest · 06/09/2019 21:13

So you've paid for a bank holiday out of your allowance (which you couldn't use as they were closed) and now they want you to pay for another day as well?? That's really unfair on you. If they'd been upfront about it you could have made an informed decision but they seem to be categorically lying to you to get more money out of you. What a shame if DS loves going. :( I'd still be tempted to look for another nursery if they can't resolve this without contradicting themselves. Why would they even have vouchers for this if they didn't accept them? They're being ridiculous.

Millie2016 · 06/09/2019 21:14

Ask for a copy of their complaints procedure.
And the appeals process.
I don’t know if nurseries have such a thing but it might show you are serious!

Original poster

OggOgg · 06/09/2019 21:16

Thanks all, it's a fucking ridiculous situation and I'm staggered at the stance of the manageress so much so I'm wondering if I'm BU and missing something!!!

OP posts:

GeorgieTheGorgeousGoat · 06/09/2019 21:22

As I said above, funding is only 38 weeks a year unless you’re stretching the funding giving less hours per week. Are you sure this Bh was funded? Mine aren’t (childcare provider).

Millie2016 · 06/09/2019 21:23

Which.co.uk have a section on it!

Millie2016 · 06/09/2019 21:26

You’d think they would swallow the cost for the sake of good relations.
Both errors on their part. Madness.

AmIRightOrAMeringue · 06/09/2019 21:26

They are saying they gave you the voucher in error and confirmed it in error but they want you to pay for their mistake

I would say to them that they have admitted it's their mistake and they cant expect you to pay for their mistake and therefore you wont be paying and you trust the matter is now closed. If they push it, is there anyone that you could complain to eg council?

Ivestoppedreadingthenews · 06/09/2019 21:26

It doesn’t matter whether he should or shouldn’t have been eligible- what matters is that have twice told you he was. It is therefore very very clearly their fault. Complain and keep escalating to whoever is appropriate. It’s very poor and bizarre behaviour on their part.

Jellybeansincognito · 06/09/2019 21:30

You shouldn’t be paying for their mistake. They sound awful!

HeadsDownThumbsUpEveryone · 06/09/2019 21:30

Regardless of what they are now saying the fact is you wouldn't have booked him in if they had not issued you with a voucher. They issued it and even if it was in error they should honour it as you now cant change your mind and not send him. Which is presumably what you would have done if they had realised the mistake before he attended for the extra day.

Sorrysorrysosorry · 06/09/2019 21:34

Wow. YADNBU
They have even admitted

the voucher was given in error and that when I called they also made a mistake in telling me I could have the extra day!

Their mistake, they should honour it. I would be complaining in writing, much harder to ignore than a conversation face to face or by phone.

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