Childcare - should I complain?

[Pinkelephantintheroom]

First time poster, long time lurker.

My kids have been on half term this week and my youngest (DD) went to a holiday club Weds-Fri which runs from 8am to 6pm. Wed & Thur she was dropped off by her dad at 9am and I collected about 2.30pm (although I paid for full days). My son is in secondary school. On Friday, I get home about 2.30pm and he asked me to drive him to the next town to get his hair cut. We had to wait a while (very popular barbers) and then I wanted to collect a prescription and post a letter etc.

I arrive at the club at 5.15pm to pick up DD, and she is waiting by the front door with her coat on and lunchbox in hand, last one there. The two CW's looked miffed and I have a terrible feeling I am late to collect. So I apologise saying omg am I late collecting her and one responds saying, everyone is collected early on the Friday during half term. I apologise again and say I thought you were open until 6pm. To which they say "we are, but everyone goes early on a Friday".

I was pretty miffed when I got back into the car. The previous kid was collected at 5pm so she could have potentially been waiting for me for an hour (as I could have collected her up until 6pm). I told my son what had happened and said I am going to have to say something to the Manager but he said (he has attended the club when younger), there is no point as she would have done the same thing.

So my question is, is there any point in complaining? I hate confrontation but I thought this was a out of order making her wait like that when she could have been doing some colouring which would take a matter of seconds to clear away.

I would say something. If they are open til 6 and you are paying til 6 then you do no wrong in collecting at 515

I work in childcare, yes it’s a nice bonus to finish early but it’s not to be expected! The quality of care should be the same between 10-11 as it is at 5-6. I expect as you had collected early the other days they had anticipated the same on the Friday. I would complain- you paid for a service until 6pm. If the boss wants everyone to finish early on a fri they have to close earlier on a fri.

I would also base the complaint on the way you were greeted when arriving as much as about how your dd could have been doing drawing etc.

You are not unreasonable to complain. They advertise their hours as open until 6pm you paid until 6pm so did nothing wrong. If they want to close early on Friday, they need to tell people at time of booking.

Yes complain
That’s awful

Your poor DD made to feel like you were late and she was in the way

If they are open until six and you paid until six then they should have been playing with her or colouring or whatever. She could have had a lovely time that last bit with all their attention.

That’s really poor behaviour from the staff and if the manager supports their behaviour then I would’nt be using them again.

I would also be putting a description of their review that if you use them in half term you pay until 6pm but have to collect before five.

Definitely complain. You paid until 6, they are meant to be open till 6. They’ve decided to effectively close early and not tell you or refund you for the time you’re then not able to use.

I would complain. And if I didn’t get a satisfactory response I’d be leaving reviews letting others know, too.

The quality of care should be the same between 10-11 as it is at 5-6.

This.

However, I also would have tried to communicate a little more with staff at drop off so that they, and your DD, know roughly what time you expect to pick up

Yes, definitely complain. YANBU in any way.

If they are open to 6 they need to be open. Most people using that sort of service would be working and wouldn’t necessarily have the ability to do an early pick up anyway. If they want to finish early on a Friday, they need to advertise and charge on that basis.

Yes complain. You did nothing wrong.

Obviously an early finish is nice on a Friday but if it’s a rule they need to advertise and not charge (!!) for the last hour!

They still got to finish 45 minutes early! Doesn’t seem unreasonable to me.

Thank you everyone. I will say something. She goes to the after school club at the same place on a Monday and Tuesday of which I normally collect at 5.15ish as I work later those days (so they know I do collect any time up until 6pm). Appreciate getting other peoples perspective but it sounds like I wasn't being unreasonable in being a bit annoyed with this.

I used to work in an after school club and we often had the same issue on a Friday night. All the kids would be gone by 5pm except one.
They were probably a bit frustrated as they could have gone home an hour early but it's not your fault and you paid up until 6pm. They should have made her comfortable with colouring or a game.

Yes, defintitely complain, they are paid until 6pm. What a cheek. They should refund 45mins worth of childcare costs to you.

As a nursery worker, I feel extremely sorry for your child! Being made to feel like she's a burden because she's the last one is completely unacceptable. We often have this happen on a Friday - all children get picked up early and one is left for the final hour or so. We always make sure the child left is made to feel extra special! We take out a game or let them 'help' with little jobs that need done that they usually wouldn't get to do during the day. We often let them choose a piece of fruit or even watch a dvd. I would absolutely complain

I’d definitely raise it with the manager. If they want an early finish Friday they need to change their hours officially.

It’s lovely to get the opportunity to finish early occasionally but they were out of order communicating their annoyance to you and your dd.

The only thing I would pull you up on is giving them an approximate time you’ll pick up. I imagine it’s pretty hard to plan activities when you don’t know how long a particular child will be there for.

*I’d definitely raise it with the manager. If they want an early finish Friday they need to change their hours officially.

It’s lovely to get the opportunity to finish early occasionally but they were out of order communicating their annoyance to you and your dd.

The only thing I would pull you up on is giving them an approximate time you’ll pick up. I imagine it’s pretty hard to plan activities when you don’t know how long a particular child will be there for.*

Parents shouldn't have to give an approximate pick up time. If they pay until 6 then you plan until six. Most staff would do the bulk of their activities during the main session and then do simple activities like drawing or board games for the final hour so if a parent comes then it's quickly rounded up. OP did nothing wrong here at all

Yes complain !

My small person is usually one of the last to be picked up. The hall is normally mainly packed up but the two guys that run ours leave up pop up goals or are playing a ball game with the 1 or 2 kids left.

If bet tempted to leave pick up during the week now till 17.50 just to make a point. You pay for sessions your entitled to use them

Do complain.
Had that with dd3. I suggested that as there were 2 of them, one of them could have at least been reading a book to dd.
See also "free play" from 4.30 or a mix of 4 to 12 year olds running around shouting in a sports hall.

@Pinkelephantintheroom did you complain? What did they say?

If you don't like the way your complaint is handled I'd be telling them that if they wish to finish early on a Friday then they should change their opening hours and fees accordingly. They are being CFs of the highest order.

I'm not sure where you are in the UK but every curriculum has some statements about the importance of having the child "at the centre" and providing an excellent quality of care. Having your child stood packed up ready to go BEFORE 6pm is by no means doing that!