Horrible company to deal with. I ordered in home nanny, paid the by employer. However, I only offered 4 hours, they charged my full day, the customer service said they will issue refund, but never happened. They did not tell me when I first call them they will charge a full day when I only order 4 hours. Contacted them many times, no resolution. Never order services from them anymore. Very very bad experience.

Our local Bright Horizons had been closed down by Ofsted on hygiene and other concerns. When it reopened, we decided to give them a chance as the new management insisted things were better. However, they took our money and then closed the nursery down with only 1 month’s notice, which lead to a struggle to find an alternative, and unnecessary upheaval for the little one. Bright Horizons were not communicative or helpful and aggressively chased a small outstanding bill. The only good point was a kitchen staff member who really seemed to care about my daughter.

I have attempted to use the emergency nanny service (that I get for free through my employer) and it is beyond unreliable. Bookings get cancelled all the time and parents are not informed of it until the day before, when it's too late to look for other care. Meanwhile they're not even trying to look for someone else unless the parent somehow guesses the nanny might have cancelled and gives them a call.

You're better off not relying upon it than to think you have care and get surprised last minute.

Such a shame to have such negative experience with what would otherwise be a lovely benefit and given the cost our employers bear to provide it.

When nannies showed up they were great so it's unfortunate that there isn't better coordination

Bright Horizons is a provider chosen by my employer as a benefit for free back up care (childcare/senior care). I have used it on 3 separate occasions for senior care and each time the service has been appalling. Issues range from no care turning up even though I’ve been given confirmation, being asked to sign direct debit mandates even though my employer is paying and issues with settling invoices. The customer service is non existent. I’ve had calls reassuring me that my account has been placed on high priority and being monitored only for exactly the same issues to occur.
I wouldn’t recommend this service and I am receiving it for free!!!!

I worked at the Palmers Green nursery for 2 years, I once handed my notice in because they messed up my pay and was told that’s not a good enough reason to leave. Said manager was also very incompetent and screwed everything up, hence why she got the sack in the end. We then had about 6 different managers to support us before getting a permanent one. Support from area directors is abysmal, it felt like they looked down on us because they were however high up in the company, telling us what we’re doing wrong but not giving us advice on how to make it better. There are also a lot of unnecessary extras that this company have in staff expectations like a display template, and if the board doesn’t look like the template all your hard work and effort is getting ripped off the wall by the manager no less. Managers and area directors seriously need to think about staff well being and prioritise that as well as the children. I would not recommend this nursery as a place to work.

Poor customer service regarding interviewing I dodged a bullet when the person who I was talking to treated me with no respect as my cv did not have all my work history as I am a freelance thank goodness it went no further.I am grateful that my experience does not go by my CV and other people who have used my services know better a CV does not define you.!

Fantastic setting at Springfields Bright Horizons in Lichfield.
Staff are friendly and caring, and the nursey cater well for food allergies as well giving us peace of mind

Bright Horizons Gogarburn (RBS)

They are so careless and I never liked them at all. My daughter always come with soiled clothes and paint all over her clothes and I have to wash them by hand first
They are so careless and I never liked them at all. My daughter always come with soiled clothes and pain all over her clothes and I have to wash them by hand first to remove the paint otherwise it will color the other clothes in the washing machine. I provided them with a full cover dress for painting and they never used it because they wanted her to be free.
Their food was horrible and she does not eat so she ends up starving, even though I provided them with a box of formula but they did not make her any milk. She was crying every time I pick her because she was starving, so I started to take food and snacks with me to feed her on our way back home.
They are so dirty that every week she gets sick and there was a week she attended only one day and the next day she had a high temperature because she picked a virus and she did not go for two weeks.

It looked like they were doing us a favour looking after her not we were paying £1274 /month for them to look after her, feed her and make sure she is healthy.
So, We moved her into another nursery and this nightmare was over.

Awful nursery. Put my son in this nursery paying the registration fees. A few months through all parents were informed that there is a “leak” in the roof and “for the safety of the children” we will have to move to another setting until the work is done and completed. Understandably we all want our children safe so drove my son miles to another setting. The regional manager “sherradin”, never responded to any of our emails from any parents wondering when we will move back to the other setting. As time went on still no email. Eventually she decides to get one of her dogs bodies to send out an email, stating they will not be renewing the contract at the setting which had the leak due to the significance of the damage and how much it was potentially going to cost. Many of us parents then had to put our children in other nurseries. You can imagine how unsettling this is for many children. There was no apology from the management. Awful behaviour from people that are supposed to care for the children. Upon speaking to a staff member, she let slip that they weren’t going to renew the contract even before I filled out the forms to register my son. When confronted with this information they constantly ignore you. All they care about is getting your money. My son learnt nothing when he was here. I now see it as a blessing, I moved him to another nursery, his speech had improved, the staff there are amazing. He’s already learnt much of the alphabet. If you care for your children do not send them here

Where do I begin? I applied for a job at Bright Horizons - had online interview 3 days later, got offered the job the following day and given a start date - all seemed wonderful! I gave my notice to my now previous employer. However, Bright Horizons 'Talent Acquisition' (I prefer the old fashioned term 'HR') made an absolute clanger. No offer letter was sent. They couldn't check the progress as the 'system was down' when I made enquiries and their 'compliance team' who should have carried out DBS checks etc never got in touch. In short, nobody seems to actually know what they are doing. So thanks to 'Bright' Horizons, I am now unemployed and obviously suffering a loss of earnings through something that is no fault of my own.

Very poor service. Whilst the individual nannies are good the actual management is below par. We have had several cancellations last minute (the night before) saying they are double booked and leaving us in the lurch. Therefore you cannot trust their booking process at all. Confirmations mean nothing!

I've used the emergency nanny agency part of this company and have had nightmare upon nightmare with them. Repeatedly let down, leaving us in the lurch, wife in tears. They wait until less than 24 hours before your booking before changing nanny to someone you don't know, has the wrong experience, and whose CV haven't approved, then won't refund you citing their late cancellation policy. The staff at the call center are completely hopeless, they refuse to let you escalate or speak to a manager, and the complaints email doesn't get a response. Deceitful rogue traders, avoid at all costs.

If I could give 0 stars I would!!!
This company has been terrible from day one of starting at the setting. Then when we pulled our child out, the customer service and competence of staff at head office was shocking.

One positive and capable member of staff finally sorted our refund after a month of chasing in one day!!!

I would give this company a very wide berth!!

This is a comment for the entire service of the backup care and the in-home child care. It is the 4th time i have tried to use the backup care for my 1y daughter and again it got cancelled or they couldn't find a carer even though i have given notice. What is the point of an emergency backup care if you dont have enough carers to provide support, even with notice. Eg for the last request, the carer was confirmed but they cancelled a couple of hours before the start time and you were not able to provide a carer, again. I will letting my employer know that it pointless for them to keep paying for this service.

I would not recommend this nursery. The staff are mostly pleasant in the 2 branches I've experienced but they have no way of capturing and taking onboard parent feedback (either that or just don't care). Concerns or suggestions are readily dismissed and they have a rigid form of management which is very inflexible. Of most concern is the inability and lack of properly trained and experienced staff to identify and appropriately support children with special needs. No real structure in place to support, wont apply for funding and wont make referals to specialist services.

Something to note about this nursery is the lack of diversity with their staff.

Bright Horizons UK staff is not diverse at all. This makes me wonder how they are promoting diversity and inclusion with the children in their care if there is no diversity in their staff team.

Representation matters. It would be nice to see Black, Asian and people from other ethnic minority groups in your staff team.

I'm amazed this company is still operating tbh the Horsham nursery is so badly managed its unreal......
Even a staff member has pulled their kid out of this nursery..... ofsted recently visited I assume its bad new as no communication to parents about this.... and this week they haven't got any staff apparently so have completely shut down the toddler room...

I'm glad I got a new place for my son with busy bees its more out the way for me but worth it for reliability of childcare I'm a single mother trying to maintain a career but this company shuts last minute and the communication its awful! Don't bother getting involved with this company and I don't recommend the Horsham bright horizons nursery at all!

You mess with my career.... I really hope this company goes down the toilet because reading these other reviews I'm not surprised by any of them at all..... they don't care and now I don't care about you or any of your staff..... deserve to go under also read up one nursery killed a toddler too!

The worst childcare company ever!!! no communication with the bill department/ account holders. In-existent customer service in order to get answers!! GETTING charged different fees throughout the whole year my child was with them. each time i emailed them or write to them no answer. Nursery manager could not help me as she asked me to keep waiting.
Six month plus later no call, post or email i get a text from debt collectors with double the amount i own them and still no one to speak to, whom can give me answers or help in order to paid my bill ridiculous!!!

The Backup Care voucher scheme from Bright Horizons is bad news if you are a nursery. They don't accept your invoices, only in their own format. They pay you a lump sum without sending remittance advice and telling you for what children or just they don't pay you at all. They owe us thousands of Pounds but of course, we cannot charge the parents because we don't even know what children's extra days are still outstanding. We no longer accept this scheme and we warn others. AVOID

Fast turn over of staff. Our child never wanted to go in and ran out the door so quick at the end of the day. The staff seemed to have no idea of a child's needs. Often phoned us to say can you collect as he had a runny nose or a cold so must be covid not allow back for 10 days but yet still CHARGED even after pcr tests came back negative. They charge full price even when the school was closed which is rubbish, paying for nothing!!! Would recommend looking else where. Head office never reply to email, I am still waiting after 20 emails about charges and actual time spent in the nursery. A very commercial lead nursery where your child's needs don't matter!!