Formal Complaint Regarding Laugh & Learn's Treatment of Parents

My son was enrolled at Laugh and Learn Chickadees in October 2022 at the age of 2. During the enrolment process, the support and guidance provided by Principal Skye were exemplary. In my opinion, Principal Skye was one of the finest representatives of Laugh & Learn, embodying everything a parent seeks when entrusting their child to someone else’s care. The onboarding process and her dedication gave us confidence in our decision to enrol my son at Chickadees.

In November 2023, my career required a relocation to Dubai. I informed Principal Skye of our plan for my son to remain at Chickadees for six months while I prepared for my family to settle into our new life abroad. I also communicated that I would be unable to provide the standard two months' notice (as advised at the time) for my son's departure due to uncer*****ies surrounding visa processing and school placement in Dubai. Principal Skye and I agreed verbally that I would notify the school as soon as possible, with an anticipated departure around June 2024.

Unfortunately, after Principal Skye’s departure, the school began to experience significant instability. Under Principal Sandra’s leadership, I reiterated our circumstances and the difficulty of providing an exact departure date due to logistical challenges. We maintained the same verbal agreement as I had with Principal Skye.

However, the environment at Chickadees deteriorated significantly following Principal Skye’s departure: - Teachers provided incorrect information about student pick-up and drop-off. - Children were exposed to vulgar language and profane behavior. - Security measures, such as gate monitoring, were neglected, and children’s belongings frequently went missing due to teachers mishandling. - Teachers displayed unprofessional behavior, including yelling at young children and failing to provide adequate attention.

As a result, my son's experience at Chickadees shifted from one of joy to one of fear. I raised these concerns repeatedly throughout 2024 via parent-teacher meetings (both online and in person during my bi-monthly visits to South Africa), particularly regarding my son's physical and psychological safety. Despite assurances from Principal Sandra that these issues were being addressed, the situation remained unchanged, prompting me to decide that my son would not continue at Chickadees in 2025, even though my husband and I decided to delay my child's relocation to Dubai to September 2025.

When Principal Kayleigh joined, I detailed the ongoing challenges and my lost trust in the school’s ability to ensure my son's safety. During our first face-to-face meeting in September 2024, I informed her that my son would complete the 2024 school year and not return in 2025. I later confirmed this decision with both Principal Kayleigh and Teacher Chantelle in October 2024. I specifically asked whether written confirmation of my son'd departure was mandatory and was explicitly told it was not required as he will be leaving at the end of the school year in December. During this period, I returned to South Africa for major surgery and visited the school multiple times between late September and early November 2024, reiterating and confirming my son's planned departure during each visit.

Despite these clear communications, on December 3, 2024, I received a notice requesting payment for 2025 fees. I immediately responded, but to date, I have received no reply. Subsequently, I have been subjected to threatening WhatsApp messages demanding a full term’s fees for 2025, with warnings of blacklisting if payment is not made. Despite numerous attempts to reach out via email and WhatsApp, my communications remain unanswered.

This lack of response and transparency is deeply frustrating. Laugh and Learn has refused to provide a copy of my original contract and has shown no interest in resolving this matter amicably. It is unacceptable for the school to demand fees for a year in which my child is not enrolled, particularly when verbal agreements regarding his departure were made with multiple principals and staff members throughout 2024.

The school’s failure to maintain consistent leadership, clear communication, and a safe learning environment has severely impacted both my child’s experience and my trust in the institution. I am appalled by the unprofessional behavior, lack of accountability, and apparent prioritization of financial gain over student welfare and parental concerns.

I request that this matter be escalated immediately and resolved without further delay. I also request the following:

A formal acknowledgment of my child’s departure at the end of the 2024 school year. The cessation of all demands for 2025 fees, given that my child is not registered. A phone number for a representative who can address this matter directly. I sincerely hope that Laugh and Learn can reflect on this situation and take steps to improve its communication and operational standards. As a parent, I trusted your institution to provide a safe and nurturing environment for my child, but this experience has left me deeply disappointed.

As none of my messages or emails are being acknowledged, I've been forced to communicate with the school through this medium.

I look forward to your prompt response to resolve this matter.