Sorry this is long - don't know how to say it in fewer words.
DD had a school day trip booked for this week. I had booked and paid for the place well before the Easter holidays.
Unfortunately, last week she began to have a toothache and needed to go in for an urgent filling. The only appointment I could get was for after school on the day of the trip. This would allow her to attend school, but the trip was not due back until after 5.00 so it would mean her missing the trip. As I knew there was a waiting list for the trip, I thought this would be OK and we could get a refund back from the school.
So DD went to see the school Finance Office early last week and was told they needed e-mail confirmation from the subject teacher. The next day she spoke to her teacher and told her about the e-mail being required. Teacher said she'd sort it out, so DD left it at that.
On the morning of the trip, we received a phone call from a teacher on the coach saying
where was DD? I explained DD had told a teacher she couldn't go. DD was a bit embarrassed about this.
Today I rang the school to find out what happened and ask about a refund. I assumed the teacher she told had simply forgotten to tell the other staff. Without being mean, this teacher, though lovely, is a bit forgetful (has almost lost DDs coursework, gives things back late, etc). The admin assistant I spoke to said she would speak to this teacher and get back to me.
Have just had a call back from the admin asst. I was expecting 'Oh, Mrs X forgot, sorry we will arrange a refund' but no, they said DD had not 'followed correct procedure' and not told Mrs X she had to e-mail the office. DD says she did and her friend was with her at the time and also heard this. Seems like a misunderstanding somewhere. admin asst keeps saying they would have liked to give the place away and they had kids waiting what a shame, I said, yes that's why DD told you at the beginning of the week. I said nicely maybe Mrs X forgot and then I was basically told 'don't criticise our staff, they work very hard' I said I was merely suggesting that Mrs X was very busy and it may have slipped her mind. I also said, so I'm not allowed to criticize your staff in any way, but you're happy to call my daughter a liar'.
Anyway, it was obviously some kind of communication break dowm. but why should I lose over £20 due to the school's incompetence? It ended up with the admin asst saying she would go back to Finance Office and see if she could get me some kind of refund, but IF she could it would probably only be half - should I accept this?
It is just the attitude of the school that makes me MAD. Their office staff frequently make mistakes. For instance when DD had just started at the school, they called me and said she wasn't in school (she was - Form tutor had just not marked her in - I was very worried). Last term she was told I hadn't phoned in when she had a day off sick, and it would be marked as unauthorised absence, - (I can remember clearly calling in), giving kids timetable options they haven't requested etc etc. Every time anything like this happens they never apologise and think they are always right, and it drives me MAD.
Should add that DD is a shy girl who never gives them trouble, always does her homework etc, me and DH always attend parents evenings etc. - we are NOT troublemakers.
Are other schools the same I wonder?
I am fed up with the patronising attitude, you would think even if there has been a communication breakdown they could give a refund for the sake of goodwill.
Should I just meekly accept the half refund (if they even offer it) or threaten them with Small Claims court or something?.
I cannot see we have done anything wrong.