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Original poster

NCT Virtual Classes (due to Coronavirus)

127 replies

TwinklyTwinkle · 19/03/2020 11:37

Hi everyone,

Me and my husband signed up to start NCT classes in April. Obviously with everything happening with Coronavirus, they've now been cancelled. We haven't been contacted to be told, but I saw it on their Facebook page that they are starting virtual sessions online instead. I called NCT to see if there was any chance of a refund or partial refund if we didn't feel virtual sessions were for us and they said they were still waiting to hear from Head Office (I got a feeling this wasn't true and they were trying to avoid refunds) she said they'd run 50 virtual classes already so far and the feedback was overwhelmingly positive. We paid £200 for the classes including a breastfeeding session and I understand that everyone is in the same boat and this was unexpected, but I feel that's a lot to pay for what are now virtual classes. One of the main reasons I signed up was to try and meet other new local mums because I'm really worried about being isolated during maternity leave.

Has anyone had any experience of these virtual classes? We've also done the NHS Antenatal classes too which were helpful.

OP posts:
selfisolatingsince2007 · 28/03/2020 11:30

Hi Guys,

I'm going mine at the moment and they're fine. I don't think you need to worry, hubby and me are enjoying it!

GinUnicorn · 28/03/2020 12:44

I’m probably going to give them a try. I’ve been told we will have a discount so if that is a fair amount I’ll take a chance on it. The social aspect was really the only reason I booked though so it isn’t really what I wanted.

selfisolatingsince2007 · 28/03/2020 13:26

@GinUnicorn it's actually not so bad I think you're going to get a good compromise. Its actually very interactive, they have breakout sessions etc.

plantmum · 29/03/2020 22:47

I’ve booked to do the course at the end of June, and don’t want to do it online. I opted to pay 2 Direct debit installments, so we haven’t paid anything yet.
Can anyone advise on whether I can cancel the dd instruction and email them to say in light of the changes to course delivery compared to what I signed up for, I’m canceling and won’t be paying?
I know they’re a charity and will lose income but I’ve lost income too and this was not foreseeable when i booked :(

dadad2020 · 29/03/2020 23:30

Plant mum just cancel it and tell them you don’t want to go on it.
Watch they aren’t sneaky and try to reactivate the direct debits

Original poster
TwinklyTwinkle · 30/03/2020 14:54

I've tried calling them on Friday and Monday and it keeps saying there's no one currently available despite it saying their phone lines are open Monday-Friday between 9-5. Has anyone else been able to get through recently?

OP posts:
dadad2020 · 30/03/2020 17:46

Never bothered with the phone after threatening complaints and legal action against them they have finally offered the full refund.

They are charlatans and would never use them again ever!

dadad2020 · 30/03/2020 17:47

Send an email to them here - [email protected]

Original poster
TwinklyTwinkle · 30/03/2020 18:25

@dadad2020 Eek, sounds a nightmare, when was your course due to start?

I emailed my course organiser today just to ask whether the online session was actually going to be 7 hours long (like my class was due to be) or how the format would be and also about discounts since I saw some people here had been offered one and this is what I got back..

We completely understand that whilst the content and the interaction are as great as ever, the format will be different from what you were expecting upon booking. In response, we would love to offer a goodwill gesture in addition to the extra support time. We’re proposing a choice of:

free 18 month NCT membership, giving you access to great deals and money-off vouchers,
a 15% discount off your original course price, or
you can choose to donate this 15% discount to support our infant feeding helpline, open every day until midnight providing invaluable support to parents with questions on breastfeeding, bottle-feeding or maybe both

It was a generic email so I imagine this is what everyone who queries it is being offered, so I've asked for 15% of our fee back and then we'll just start on Sunday and hope for the best!

OP posts:
GC30 · 30/03/2020 20:57

Hiya, I just came on here to see what others felt about this as me and my husband felt the same re meeting people being the main motivator and online not being the same, certainly not when considering the cost. Anyway, I just spoke to NCT, my local lady, and they are offering a 15% discount or you can cancel but are subject to their normal cancellation policy. Our course wasn't until May so we chose to cancel as she said if course is 4 weeks or more away policy is a full refund less a £30 admin fee. Hopefully that helps :)

dadad2020 · 30/03/2020 23:40

No do not accept a £30 admin fee.

They appear to be offering everyone the 15% and then the 18m membership. This is clearly not enough.

NCT are being shady. I paid for it by credit card which is what everyone should do - then you can charge back - this is what I think scared them most.

My course was the middle of April.

The Consumer Rights Act entitles you to a full refund. Do not let them fob you off.
The goods/services purchased I.e a face to face meeting is no more. NCT have changed the contact and as such they are required by law to offer you a refund.

If they refuse tell them you will report them to Trading Standards. They will spend far more than the £30 dealing with responding to complaints.

Gemmels · 31/03/2020 00:03

Hi, we've had the same NCT ordeal. Our course starts tomorrow and only had the relevant information sent today! Also, the course was originally 18 hours, but the online sessions seem to be short blocks of 1 hour that only total to 8 hours. Is this correct?

Original poster
TwinklyTwinkle · 31/03/2020 07:45

@Gemmels Yeah my course was due to be around 16 hours, but seems to have been condensed to about 8 or so. Tbh though I'm not sure I'd want 16 hours done via webcam!

OP posts:
dadad2020 · 31/03/2020 15:09

So the course is shorter. There’s no costs for premises yet they want to continue charging full prices

Gemmels · 31/03/2020 15:11

@dadad2020 yes it seems like it. We have emailed about the shorter courses but not heard a reply. First session is tonight (should've been 2 hours, now 1) so I'll l let you know

plantmum · 01/04/2020 09:12

I’ve just cancelled our direct debit (not paid anything yet) and emailed them to say we’re cancelling because what they’re offering to deliver isn’t what we’ve bought and isn’t what we would have chosen to buy. Not sure how they’d charge a cancellation fee or whether I should pay it... it is supposed to cover admin costs which they will have had.

Papa2020 · 01/04/2020 11:17

@dadad2020 I'm in the same boat as some of the others here where NCT has reduced our 15h course to 6h and they expect us to pay the full amount stating the content is the same.

I've been going back and forth with the complaints and they have offered 15% or refund of the remaining hours of the course.
I've asked for a refund of the cut hours as my wife is fine to carry on with the 6 hours but obviously refuse to pay 300+ for 6 hours....

I am asking a bit much wanting to do the 6 hours but refund for the remaining hours? I am fairly sure I still have a leg to stand on legally but interested in opinions...

EvilEdna1 · 01/04/2020 11:35

During a normal face to face NCT course you usually get no or little interaction/support between sessions. The online offering may have less time on Zoom than face to face hours but the practitioner will be offering an equal amount of time answering questions on WhatsApp. So you might get an hour with the group on Zoom and an hour the next day with the practitioner on Whatsapp. Most Practitioners are also doing more than the allocated hour on Zoom too. If the session is going well and everyone is engaging they play it by ear. Everyone is investing loads of time and energy in moving to this online format as it's the best we can do at the moment to try and support as many pregnant women/couples as possible in this worrying time and also to keep our charity going for the future.

Gemmels · 01/04/2020 11:57

@dadad2020 we began our course yesterday and the practitioner did not stick to the timings NCT provided, so less concerned about the shorter course now. Few technical bugs but everyone trying their best. I think the biggest downside is some people just don't seem to feel comfortable on camera and so perhaps interact less than they would.
@EvilEdna1 I think the real issue is not that NCT isn't trying their best, but more £300+ is a lot of money, and many people may be struggling financially during this crisis with less hours and lay offs. Nct are deliberately trying to stop people being able to access their legally entitled refunds at a time when these parents may need the money the most. This doesn't feel like the actions of a charity designed to support families in need!

EvilEdna1 · 01/04/2020 12:01

Well I can't defend that as I don't work at HQ so don't know the reasoning. I can only speak for the Practitioners who are working their socks off.

dadad2020 · 01/04/2020 12:11

NCT in my opinion have done themselves a disservice during this crisis. One which hopefully isn’t forgotten.
NCT might have charitable status but it’s a business plain and simple. You can check the accounts at the charity commission website they raked in over £15,000,000 last year. So it isn’t some little charity struggling to survive.
The staff costs are in the millions.
One member of staff (chief exec) earns over £100k. They aren’t running this charity out the goodness of their heart.
They had over £2,000,000 sitting in reserves in a bank account.

No matter what NCT or its practitioners harp on on social media, their offering has changed. People paid a lot of money to attend a session in person.
NCT would’ve come out good if they had offered refunds or allowed the course to continue at a greater discount.
They haven’t. They have tried to pressure mums (and dads) who are already very anxious in these strained times to continue with something many are clearly not happy with.
NCT are clearly in breach of the Consumer Rights Act. They know they are. They are trying to muddy the water and have people feel sorry for them.

dadad2020 · 01/04/2020 12:15

EvilEdna1 - Practitioners aren’t doing it out the goodness of their hearts either. They get a decent wage...

Taken from NCT website -

Dependent on experience, outside London the hourly rate for an NCT Antenatal teacher is between £18.60 and £30.20 an hour. In London, the rate can be between £24.00 and £39.10 an hour.

EvilEdna1 · 01/04/2020 12:31

Practitioners are paid per hour they have face to face contact with the group. They don't get paid for all the time planning, making all learning aids, CPD, learning how to run line sessions (very significant time!) or any time supporting clients outside session times which some Practitioners do lots of. So for some practitioners, particularly those with less time in the role, this is not something they do for the money! This is particularly true for Breastfeeding Councillors who do much of their work supporting women on a voluntary basis. Practitioners also pay large student fees to a University to train in the first place.

I understand you may feel NCT is handling the money side of this badly but I think the Practitioners have really stepped up and I am not including myself in that as I am not running courses online.

Gemmels · 01/04/2020 13:34

@EvilEdna1 I totally agree that the practitioners are doing a great job, and stepping up to a huge challenge. My disappointment is very much with NCT corporate head office!

Christmastree43 · 01/04/2020 17:09

I agree with @dadad2020 that the bad thing about this is NCT trying to pressurise people into not pursuing/ obtaining refunds when they simply can't provide what people signed up for, and trying to railroad people into accepting what is provided, whatever quantity or quality that might be.

I also agree with @Gemmels that a lot of people just aren't themselves on camera, i try my best but really do hate it and have found myself a lot quieter on work calls this week than usual because you just don't have the same social cues as in person. So I'm worried that the social side will suffer but also that I will be a lot less likely to get the really important practical information that I want and need. Not only by me not speaking up but others too, as stuff often comes up by people bouncing off one another or from someone else's questions etc.

Very sad Sad