To now go to Ofsted?

[Mummyto2munchkins]

Hi guys,
I've had a load of problems with my children's nursery.
I've had emails go unresponded to, a complaint not answered. Not being invoiced correctly for a few months telling me I'm in credit then 6 months later telling me this is wrong and I owe money (the amount I owed was also incorrect)
I set up a payment plan and have religiously stuck to this. (I mean if I owe the money I owe the money)
I got called in yesterday to say that im in debt yet again but with my youngest. Apparently I hadn't put the 'reference' correctly on the bank statement. Therefor paying the first debt off leaving me with debt for my 2nd child (definitely paid and definitely put the correct reference on this)
The overall debt for my first will be paid in full by next week anyway.
I was told the debt for youngest had to be paid else they're suspending DC - I explained this was not right and I had out the correct reference on and they said I hadn't and it was my eldests name as its been run off like that on their system. I again told them it definitely wasn't and had to show them my bank statement to prove this until they eventually backed down and said "you are right we will ring head office"
I have put a complaint in again about this and explained about being told DC would be suspended and they've rung it off wrong. They are point blank denying even saying this conversation took place and this wasn't a 'suggestion' (manager from head office is dealing with the complaint not nursery manager who I had the conversation with) I also said my previous complaint hadn't been dealt with (the ignoring emails, not invoicing me correctly telling me I'm in credit and also then saying I'm in debt) they're point blank ignoring all of my points when they've been in the wrong, I mean they're not even mentioning them and denying they've happened. Some of which I have proof of (previous emails where they've not invoiced correctly etc)

Should I go to Ofsted now? Explain all the problems I've been having and the fact they're now denying they've done anything wrong and ignoring previous complaints?

Ofsted don't deal with contractual or payment disputes.

You need a meeting with their finance person, taking someone independent with you to take notes and go through their records and yours.

My complaint is that they're denying conversations are happening, not dealing with my previous complaint and all of the non responses to emails and they're wrong doings are being ignored and they're trying to twist everything round by lying about what's happened.

Surely it cannot be difficult to work out ?

You Pay X for X days
count number of days
multiply days by x amount

Add up Y payments out of your bank account.
Do X and Y equal?

If not, demand actual break down of transactions.

Is it a nursery chain?

I don't think Ofsted will get involved as it is an argument between you and them. The level of care and education being provided is not in question here.

It is my understanding that Ofsted deal with the standard of education, not payment disputes or communication.
Better to vote with your feet and leave.

Ofsted won’t touch this. They don’t deal with individual complaints or finances.

No not Ofsted.

Who is the chair or their governing body/Directors? Do they have a complaints policy - follow that.

It's a nursery chain yes, I have no idea who to raise this with. But the management side is seriously getting ridiculous. Why can they not just accept responsibility that they've not done things correctly?
I mean ive acknowledged I should have chased up the wrong invoices and it was my responsibility to check them? (even with child funding)

Make sure you are recording in writing every interaction with them, when, who you spoke to, what was discussed and what was agreed by them. Try and get as much as possible in writing from them at all times.

If you aren't happy with the person you are dealing with ask them to escalate it to their manager and take your file of records with you to that meeting. You will get somewhere eventually if you keep going up.

They've also put photos of my child on their Facebook page without my permission (these have since been removed after the last complaint but not acknowledge they was in the wrong) I've said no photographs on SM

You have my sympathy! Friend of mine had all the same problems with invoicing; being told she was in credit and then that she owed x amount. This rumbled on for months and she too was threatened with having to withdraw her child. The debt was increasing weekly, despite her paying it off with the standard fees. It made no sense at all. She was in such a state of despair that I eventually paid it off for her and said she could pay me back as and when she had the money.

Next thing she was told she was in credit again! The whole sorry saga restarted; they even tried to tell her she had not paid off the original debt but backed down when I went to the nursery with her.

Eventually it emerged that she was far from the only one in this mess and the 'Manager' was actually fiddling the books! Needless to say, no apology from the company that owned the nursery!

Atlwast im not the only one! I've had an apology for the payment being put on the wrong child but they're now lying about the conversation I had and ignoring me when I'm saying it did happen. They're apparently looking into it Monday as the regional manager is down to the nursery. If I get nowhere I think I'm going to go higher than her, I dread to think what other parents have gone through this and haven't got the courage to fight it.

I will not back down, they're in the wrong and I will continue until they've investigated into it and apologised for what's happened and finally admit to it!

"but not acknowledge they was in the wrong"

Why is it so important to you that they acknowledge it? They've removed the photos. Job done. Move on.

Ofsted look at the quality of the provision for the child, not for the parent. Billings disputes - however serious - aren’t within their remit. They also don’t respond to complaints as such. A serious complaint might trigger an inspection, but not an investigation.

If you're both agreed that you're paid up to date now, why not insist on a full invoice every month and a reciept from them of your payment. File them.

Any future discrepancy should then be easily traced back, as you can show that you are paying what they are asking every month, and if they under charge you, that is their fault.

You seem more interested in them admitting they were wrong than anything else!

If you have concerns can you move your children?