Nursery

[SpoonyQuoter]

My son is due to start nursery on 16th April, I have paid for the month up front and no deposit was required. He has started his settling in sessions, yesterday was a 30
min session with me and him together but unfortunately there were no children in that day so I felt like I didn’t get a true reflection of the environment. Also the member of staff I was with was nice but not very engaging and didn’t ask me any questions about my son. Today I dropped him off for an hr on his own and asked the manager if when he comes again if it would be ok if I could go in for 10 minutes to see what the atmosphere is like as I didn’t see this the previous day. I was completely taken aback by her reply she was very rude and quite argumentative with her tone and said “what do you need to see anything for” and I said I wanted to see if he was happy and that I hadn’t had any feedback or photos of him whilst he has been there for an hour (which I was told I would have) she said it’s not a priority for them to upload photos as they have other children to look after which is fine but how she was speaking to me really made the situation escalate to a near argument. To top it off my son was hysterically crying when I picked him up. So there is no way I feel ok sending him to that environment if that’s how the manager acts. Where do I stand legally on asking for a refund as his sessions haven’t started yet? I am so upset about it

What does your contract say?

Check your contract?
It doesn’t sound great I must say, this is the time you and your child will need the most support and from your post it doesn’t sound like a very positive and supporting environment?

This is what the contract says:

One months’ notice is required in writing should you wish to reduce sessions or terminate your child’s place at the nursery. All communications involving start dates or changesmust be submitted in writing or via email, failure to do so may result in the changes not being actioned. Any Reduction in sessions requires 1 months' notice in writing.

1. Once a start date has been agreed an invoice will be raised and payment will be required from that date regardless of any changes. One month’s notice will be required thereafter to reduce a child’s attendance.

One months notice then.
Is it a chain? You could always have a word with the owner if it’s independent or higher up eg regional manager if it’s a chain and explain your issue and that you are feeling uncomfortable with your child taking up the place due to how the manager/settling has been and they may reduce fee/refund as a gesture of goodwill. They won’t be legally obliged to though.

Why did you need to see what the atmosphere was like though? You've already paid for him to start there so you're not a potential customer at this point, you're already a customer. You're complaining about not having photos and at that point he's only either been there with you for 30 mins, or at most he's had an hour there himself but you also wanted photos in that hour and complaining that you never got them. Surely you'd give them time to actually send photos and this would likely be on full sessions with actual time to do so?

Also, kids cry at nursery it's totally normal until they settle in so if you're going to remove him from every setting for crying you're never going to find anywhere.

Did you not look round to see what the atmosphere was like before signing him up?

You need to follow the contract so one months notice if you wish to withdraw him.

I wouldn't worry about him crying, that's totally normal as is no phots etc if he's only been there an hour I'd be most concerned about the fact there were zero other children in his room? All the nurseries here are full so being the only child there seems really unusual unless they were out in a trip or something?

How old is he?

i do wonder if part of the problem at least is your expectations of the settling in sessions.

I never said that I complained I just asked if I could have a look at what it’s like with my child in the setting when there are other children around just for peace of mind that he’s comfortable which is what would normally happen but unfortunately on the day I was booked in there were no other children so it was disappointing. I just said about the photos to help her to understand my point that I have had nothing to go off to show he’s ok and happy and I was told the previous day that they would update me during the hr he was there which is normal for a settling in session. So when you are expecting something and it doesn’t happen you are going to question it I never complained, I was just merely asking if I could have a look at how he got on with the other children. She could have politely said that it’s not something they would allow and kept the tone friendly but she didn’t.

No it wasn’t a nice environment, if she had just turned around and said no we don’t think it’s a good idea for you to come in cus it might set him back with his progress I would have said ok that’s fine. It could have been kept polite and friendly but she was just dead defensive and rude x

When did they not send photos though? I’m a bit confused. You were there with him yesterday and then today you asked to go in and they said they would rather not. When did the hour with no photos come in?

I did back in January and felt happy with it but since yesterday I felt a bit uneasy, like I asked them if I needed to take in his birth certificate and I was told yes but when I got there they were like why have you bought that, I was asking the room lead some questions and she didn’t seem sure on the answers, she didn’t seem interested in my son and didn’t ask any questions about him, I also had a PIN code on their app that says it’s for signing my child in and out so I asked if I use this code at the door and they were saying what code you shouldn’t have a code. It just seemed dead unstructured

I agree, don't send your DC back there. I wouldn't be happy leaving my child in that setting either. The staff at my son's nursery are very warm, engaging and accommodating, as they all should be. You may not get a refund based on the contract but I'd definitely raise a complaint with the owner.

Think your expectations of your son settling in are a little off, it’s a very tough time for them and yourself. It takes time and while the photos are nice to see, they aren’t the priority of the staff.

You said there were no other children there when you did the initial 30 minute session, which seems strange. Do they have a day a week where your son will be the only one in? Sets off alarm bells to me that the place isn’t in demand and there might be a reason for that? But could equally just been other kids napping/sickness/off for Easter?

I doubt you will get your money back unfortunately. However, I agree with you and I wouldn't be happy sending my child back.

If you’re uncertain and feel uncomfortable with the nursery then I’d give your one months notice and take him out. I sadly don’t think you’ll get a refund but it’s worth a shot!

Sadly children cry at nursery so it is quite normal especially early on, to see him crying at pick Up time.
The photos will most likely be posted at the end of the day or end of the week as they won’t be able to do It during the nursery session, when they have other children in.
If they had any concerns during the settling hour then they should phone and update you.

The manager hasn’t responded well but I imagine she doesn’t want other children becoming upset by seeing one child with their parent.

Why were there no other children there? That seems very strange, nursery places are like gold-dust around here. Is it a very new setting? Have you actually visited when children have been in?

I wouldn't leave my child somewhere I wasn't happy with the people. Our nursery manager was utterly lovely - so kind, great with little ones, very supportive and caring, and gave me a couple of hugs over my son's years there when I was struggling.

As your contract is for a month's notice you will probably have to suck it up and pay it - whether you send him in for those hours or not is up to you. Did you visit other nurseries?