We're sunk when it comes to getting a Swim! refund

"Parents, who pay by direct debit, must specifically request a refund by filling out a form within 30 days. None of the text or email notifications of cancellations mention this. Consequently, I have ended up inadvertently paying for five cancelled lessons. I have raised this multiple times with the company but in vain. It feels as if they are profiting from parents' unawareness."

"According to the consumer lawyer Gary Rycroft, failure to include the process on notifications of cancellations is likely to be an unfair practice under the Consumer Protection from Unfair Trading Regulations 2008. Customers are automatically entitled to a price reduction or refund as per the Consumer Rights Act and a company cannot make that refund conditional on finding or following a hidden process, he said."

"We do not restrict statutory rights, and any customer who believes they are entitled to a refund can request one easily, it said, ignoring my question about why the refund process is not highlighted in cancellation notifications. Instead, it gave a woolly pledge: We appreciate feedback from customers and consumer advocates and are committed to continuously improving our communication and customer service on this matter. We welcome letters but cannot answer individually."

Swim! cancels lessons and requires a specific refund request by completing a form within 30 days. Cancellation text and email notifications do not mention the refund requirement. Some parents paying by direct debit have been charged for multiple cancelled lessons and have been unable to secure refunds despite raising the issue. Other customers have posted complaints on online review platforms and the refund clause is buried in lengthy terms and conditions and FAQs. A consumer lawyer says omitting refund procedures from cancellation notices may breach unfair trading rules and that statutory refund rights cannot be made conditional on a hidden process. Swim! says it does not restrict statutory rights and will consider feedback while declining to answer individual queries.

Read at www.theguardian.com