Dear Alice,<br>Thank you for taking the time to share your experience. We are truly sorry to hear how distressing this has been for you and your family. We understand how deeply upsetting it must be to feel let down in a space where trust and care should be a given.<br>Due to the sensitive nature of the concerns you have raised, we would really value the opportunity to speak with you directly. This would allow us to revisit the situation together and offer as much clarity and support as we can. Please do feel free to get in touch via customerservice@partou.co.uk, and we will make it a priority to respond.<br>We also want to ensure that practical matters, such as the refund you mentioned, are properly addressed. A refund form was shared with you in November, and if you are still open to completing it, we would be more than happy to process it for you.<br>We take all feedback seriously and remain fully committed to providing a safe, caring environment for every child entrusted to us.<br>Kind regards,<br>Rachel