The Team's Reviews

Seemed kind but turned out patronising and petty

Whilst they have some nice things to offer and came across as kind people, we learned that they have a patronising approach to parents who might have some "special requests" (that is for our almost 4 year old daughter not to be put down for a nap as it was disturbing her night time routine), and a few weeks later we turned into the worst enemies because we politely enquired why she got jam sandwich for lunch 3 or 4 times in the raw whilst they should have a 5 week menu with variety of food (that was followed by an apology when they troubled themselves to check their diary and turned out we were right). However, it's nothing compering to how they run their accounts-they wanted to overcharge us for the first lockdown (when childcare service wasn't provided), after a number of emails explaining we don't owe what they think we do they confirmed in writing we only "owed" them £19 for that time (which by the way I still didn't agree with), however they clearly didn't update their books as recently - 3(!!!) years later - I received an email from their solicitor demanding we pay them over £250 or they will go to small claims court! Having the proof we've had all got clarified but I would hate someone else to experience something similar (and I know of at least one more person that used to be their client for years and left because of their approach to financial issues) so I definitely wouldn't recommend them.

• Overall

by Emerald1 about The Team on 24/03/2023

Response by The Team on 14/04/2023:

Dear Emerald1,

Thank you for taking the time to post your review. You said that we seemed kind and had nice things to offer. This is true. We love our work and are proud of the high quality of service we provide.

We think it is really important that people reading your review have all the facts, given that your comments and one-star rating are so harsh.
These comments are consistent with your threat to write negative reviews on all available online platforms
– telling us to ‘expect a bumpy ride’ and the possibility of making complaints about us to the press
– all because we tried to contact you a number of times to seek £195.50 in nursery charges which have been outstanding since 2020.
Your displeasure at being asked to settle unpaid fees seems to have prompted you to make additional, unfair criticisms.

The truth is that we will do all we can to help meet the individual needs of the children we look after, but we cannot keep them awake when they are tired. It is the professional duty of childcare providers to allow children rest when needed. We do set out a clear sleep and rest policy within our terms, and you agreed to these.

We also provide a range of healthy and appetising food choices, whereas your review implies we offered nothing but jam sandwiches. In fact, children at our setting enjoy varied options, and we gently encourage them to try a range of interesting and tasty foods. In this instance, your child was not happy to eat anything other than jam sandwiches, which we gladly prepared, rather than see them go hungry.

As a small, caring, family-run business we are obliged to seek unpaid charges in fairness to our other fee paying customers. This is not being petty. We know they would expect us to do this, to help sustain the stimulating, safe and caring environment we provide for their children. We understand that you have now blocked incoming email, and our solicitor has been told that you have changed address. It seems most unlikely that you will settle the amount you owe, but it remains due.

Much less due are the criticisms you have set out here, but we hope that website users can at least now appreciate the whole story.

The Team