To report nursery to the financial ombudsmen ?

[cs98127634]

I don't think I am being unreasonable but I could really do with some advice I don't know how to deal with my son's nursery and what is the norm?

Before christmas I told my son's nursery that I am pregnant and plan to take him out of childcare, while I'm on mat leave (from June onwards). We usually pay for several months in advance. Back in January we paid for Feb, March, April, May and June.

When the government advised in March that pregnant women should isolate for 12 weeks, we decided to take my son out of nursery. I contacted them straight away to say that we were giving one month's notice (as per their T&Cs). That would mean that he would no longer have a place in nursery from mid April. I requested that they refund the payments for the rest of April, May and June. They responded back accepting the notice and confirmed that they would refund us.

Since they confirmed that they would refund us we have heard nothing from them despite chasing them several times. The nursery has been open as most of their clients are hospital staff and they have also been active on social media, but we cannot get any kind of response.

Is this something I should take to the financial ombudsmen or is there a better way to resolve this?

[LonelyGir1]

There’s a global pandemic. Cut them a little slack!

FOS can’t help you in this case

[TheTeenageYears]

Is the nursery independent or part of a group? Does it belong to any professional bodies? If it's a member organisation you could contact the professional body and see what they say.

Firstly I would send a letter special delivery (so it's traceable) to the nursery (or head office if part of a group) restating their agreement to refund, confirming bank details for refund snd giving a clear deadline for payment and stating you will take legal action as well as reporting to professional body if payment is not received by due date.

Report to professional body if there is one and then on to small claims if they still don't pay. Check Ofsted who may have some ability to influence.

[radioband]

Sorry but there can be no way they are not answering the phones. They have children there, parents who want to call to check on their children, why would they not be answering?

[Rosebel]

If they aren't answering the phone are you sure they're open? Nurseries will answer the phone if they're open.

[cabbageking]

We are only in May and you don't know staff wise if they have someone able to do this.
Pop around with a letter and ask when you can expect the refund. It may be at the bottom of a long pile of paperwork.

[HailHydra]

Agree with @radioband

Even if the person in charge of this is off, you would expect a response.

Letter before action and then small claims court