Customer Service FAQ

We’ve compiled some common customer service-related frequently asked questions for your ease! Please see below for details surrounding the British Swim School mobile app, returning students, cancellation policies and more. For frequently asked questions surrounding our program details, click here.

1. I am unable to reach a live person through the call center.

A: We want to help you as quickly as we can, unfortunately, during peak hours, our phone lines may all be busy at the same time, so please reach out directly by sending us a push notification using the mobile app ; this will generate a ticket directly to the customer support team who will be able to call you back and assist you with your needs.

If you leave a voicemail, this will also automatically generate a ticket to our customer support team who will return your call.

Go onto your mobile app (click the tile “Contact us”) or via our automated chat (click the tile “Contact us”); Alternatively, you can send a push notification with your request by using our mobile app or send us an email at GoSwimHudsonNJ@britishSwimSchool.com.

2. I need to transfer my current class or time slot to another available class.

A: Please go to “contact us” on the Mobile app and start a “Chat with Us” by typing “change class” or “add a class” ; you will be able to create a ticket with our automated system and will be able to reach back to you with a resolution. You can also send us a push notification using the mobile app with all the details for your class transfer or send us an email at GoSwimHudsonNJ@britishSwimSchool.com with your request.

3. I need to add a class to my account.

A: You can do so by using the BSS mobile app. View all of our available classes in all of our locations through “add a class”. You can enroll in an additional class, if available, or be put on the waitlist if there are no open spots available.

4. I want to know and see the entire class schedule availability.

A: You can do so by using the mobile app or the web portal. It displays all live inventory for all of our classes in all of our locations. If you do not see a specific class at a specific location or time/day, it means that class is not available or does not currently exist for that time slot. The call center does not have access to any additional classes.

5. I want to drop one of my classes.

A: You can go to your mobile app and select “contact us” on the homepage. From there you have a few options: you can select the chat feature and type “ drop class” and you will be directed to an automation to process your request and create a ticket for resolution or you can send us a push notification using our mobile app indicating that you want to drop that specific class for your specific student.You can also send us a push notification using the mobile app with all the details for your class transfer or send us an email at GoSwimHudsonNJ@britishSwimSchool.com with your request indicating the class you want to drop and for which date you wish to drop the class so the agent can complete your request.

If you need to drop from the program completely, please submit your cancellation form located in the homepage of the mobile app (“Cancel my account” button). This is the only method of full cancellation.

6. I was previously enrolled in your school and want to come back.

A: You can re-enroll online in the student/family portal HERE or by using the mobile app with your credentials. As you were previously a student in our school in good standing, you still have access to the mobile app with the same credentials as your original enrollment.

You can also reach our automated chat feature by clicking on the “Contact us” tile and select “Chat with us”

You can send a push notification from your mobile app and will contact you for resolution. You can also send us an email at
GoSwimHudsonNJ@britishSwimSchool.com with your request

7. I want to add a student to my account and enroll the student in a class.

A: You can certainly do so by going to the family portal HERE or on the mobile app by adding a student to your account.

You can also enroll the new student in any class that you see available on the mobile app. You can also send us an email at
GoSwimHudsonNJ@britishSwimSchool.com with your request

8. If I call, can you see more classes than what I see on the mobile app or the family portal?

A: What you see on the mobile app or the portal have the exact same live inventory that we have on our end. All parties share the same inventory software and all inventory is live and up-to-date.

9. I would like to submit a complaint regarding my pool location or school. What are the steps?

A: 

• If you are currently at the pool, it is best to ask to talk to the manager on duty (CEM = Customer Experience Manager). They can immediately assist you with your request.
• You can also send us an email at GoSwimHudsonNJ@britishSwimSchool.com with your request. An agent will follow up with you on your request or will escalate to a manager as needed for you.
• Phoning the call center will not resolve your issue as quickly as an email or push notification.
• The call center agent will most likely be able to assist you in resolving your complaint on the spot or escalate it to the proper department as needed.

10. I want to speak to a manager.

A: You will need to reach out to the manager on duty (Customer Experience Manager) while you are at the pool. Any team member will be able to assist you to do so. If the CEM is not present at the location at the time, our team will make them aware of your request and the manager will reach out back to you. The manager at the pool is the best person in the company to respond to your needs and concerns.

If you are calling the call center, an agent will be able to assist you and will help you with resolving your situation. The call center will not be able to transfer your call to the pool manager.

If the agent is not able to provide you with an answer to the situation presented, the agent may decide to escalate your request; the agent will manage to schedule a call back from a manager at a scheduled time and day.

You can also send an email to GoSwimHudsonNJ@britishSwimSchool.com with your request so we can better and quickly assist you

11. I received an email or text or push notification that my class is canceled. Are all of my classes canceled?

A: The cancellation email you received is for a specific class on a specific day and time. If your class has to be canceled for more than one specific day and time, it will be specified in the notification.

12. I am calling to see if my class will be canceled this week.

A: If you did not receive a notification that your class is canceled, your class is still scheduled.

13. How do I cancel?

A:

• Refer to our website that explains our cancellation policy HERE
• To cancel, an electronic cancellation notice is required using the mobile app form. That cancellation notice is time and day stamped for accuracy.
• You can also click on this FORM to cancel online

14. I don’t understand my billing. What can I do?

A: First, look at your billing statement that you received with your initial enrollment (if just enrolled); or, your last billing statement that you received on the 22nd of the current month.

• All detailed information regarding your billing is there. If you have a question about it, reply to that email and someone will respond.
• We send an invoice on the 22nd of each month that reflects your monthly tuition for the upcoming month. It will be charged to your credit card on file on the 25th of that month.
• If you have enrolled in the middle of the month, you will be billed for the current month that you enrolled first (prorated to the date you started to the end of the current month); and then on the 22nd of the same month you will receive your invoice for the upcoming tuition fee. That amount will be billed to your card on the 25th of this month.
• If you are dropping from the program, your drop date will be at the end of your billed month, the day after your last scheduled class for which your tuition has been billed for.
• If you send us your notification of cancellation before the 21st of the current month, you will be dropped at the end of the same month, the day after your last scheduled class for that paid month.
• If you send us your notification of cancellation after the 21st of the current month, you will be dropped at the end of the upcoming month (we bill on the 22nd of the current month for the next month of tuition), the day after your last scheduled class for that upcoming month.

15. I want to know more about your Risk Free Guarantee.

A: RISK-FREE GUARANTEE! We do not offer trial classes. We know from our 40+ years of experience that you cannot judge the quality of a swim program in just one lesson so we offer a Risk-Free Guarantee instead. When your family enrolls for the first time with us, you will pay your initial tuition along with your registration fee. You will then start your journey with us and take your weekly scheduled classes and if you are not satisfied before the end of your first billing cycle, we will refund you upon immediate reception of your online cancellation notice sent via the mobile app. You can submit your cancellation notice right away in the App, and up to before the 21st of the month (The billing cycle for the next upcoming month of tuition is posted on the 22nd of the current month) and we will refund you your initial first tuition fee along with your registration fee that you paid on your enrollment day. If we do not receive a cancellation notice via the app before the start of the second billing cycle (21st of the month), we will not be able to issue a refund.

16. I scheduled a make-up lesson and want to remove it.

A: If you are at the pool, any team member can help you with this task.

You can also send us a push notification from the mobile app (slowest resolution time) and we will take care of it if it is not time sensitive.

17. What are make-ups?

A:

• When you miss a class (whether you could not make it but notified us in advance using the mobile app feature “manage my absence” or we canceled it), you receive a Limited time make–up class (available for 1 month from the date of issuance) that allows you to reschedule.
• When we cancel a class, we will issue a regular make-up class with a 2 month expiration date.
• It is free to reschedule your class. The make-up stays in your account until you reschedule.
• You cannot schedule a make-up past their expiration date and expiration date cannot be extended.
• It is a must to reschedule make-ups as soon as possible as they have an expiration date and students need to keep the momentum with their learning skills.
• Make-up classes are nonrefundable and have no monetary value. They cannot be substituted for a regularly-scheduled class and can only be booked if you are currently enrolled in a scheduled class at our school.
• If you notify us with a cancellation notice, all remaining unused make-ups will expire on your drop date from the program and cannot be reinstated in the future.
• If you do not show at the pool without an advanced electronic notice of absence using the mobile app, you will not be granted a make-up.

18. I do not see availability to schedule a make-up class.

A: Please note that the availability you see using the mobile app or the family portal is the complete live availability we have for our classes. If you look for that class level in the inventory of all our locations, you should see more availability. Choosing only one pool location in your search drastically reduces the availability for the specific date that you are looking for. Availability for make-up classes is not guaranteed as it is pending availability at the time of booking. Make-ups cannot be scheduled for the same day or outside a 7 days window. You can schedule make–ups at any of our many locations available on your mobile app
schedule.

19. I want to schedule a make-up class for both of my children taking the same class.

A: Currently the mobile app or the family portal does not allow you to see more than one spot open in a specific class. You will need to ask a team member at the pool to schedule your make-up for both siblings.

You can also send a push notification for someone to reach back to schedule your make-up. This particular case cannot be addressed online.

20. Private lessons.

A: We currently do not offer private or semi private classes. Keep in mind that our group classes are small and 2 or 3 group classes a week is more effective in retention and cost versus 1 private class a week.

21. My kid is sick and the doctor recommended that they don’t go in the water for a few weeks. What can I do?

A: If you plan to be absent for 1 to 4 weeks, just submit an advance notice of absence using the mobile app along with a doctor’s note and you will receive a make–up to reschedule so you can catch up on the student retention for the missed classes.

If your medical leave is going to be more than 4 weeks, we recommend you to use advance notice of absences along with a doctor note or cancel your account (you will need to submit a cancellation notice on the mobile app) and return when you are ready to avoid being billed further and not be able to be present to class due to medical issues.

22. How do I download and use the British Swim School app?

A: You can download it using these links: AppStore & Google Play

Also, please check out this quick tutorial on how to use our app: https://youtu.be/MtSvEOjtpjM

23. I cannot log into my account anymore (portal or mobile app).

A: Reset your password using the mobile app by entering your email address on file with us for your account (your email address is your login) and click “Forgot password”. The system will send you an email with a link to reset your password.

24. I am logged into the mobile app but cannot see my updated information/I cannot log in and I know that my login information is correct.

A: Over time, an app on your phone collects data and user habits and stores it in your phone memory. You may need to clean your cache on your phone to clear up space and allow your app to function properly. To do so, go to your Phone Settings–>>Apps –>> British Swim School app and then clear cache. Our staff at the pool can assist you with that.

25. I do not see other British Swim School locations on the mobile app, just the one where I am taking classes.

A: To see other pool locations on your app, you need to add them to your login.

To do so, go to the left menu on your app, scroll down to find the tab called “Change Locations”, and add all of the locations where you want to see class availability on the app.

26. I want to purchase an item I saw you use at the pool.

A: You can purchase those items directly at the pool and it will be billed to your account on file with us; please make sure to ask our deck ambassador for them. You can also purchase gift certificates on our online store following this link https://rb.gy/hvzkj0.  An agent will reach out to you to complete your purchase once submitted (payment processing).

27. How long is each class and why only 30 min?

Based on 40 years of experience, we have found that the most effective duration for each class is 30 minutes. This time frame allows children to retain information best while enjoying the class and developing commitment. Extensive research and observations have shown that children’s attention spans and active engagement are at their peak for approximately 30 minutes.

Longer classes tend to result in decreased focus and effectiveness, leading to reduced retention among students. By keeping the classes short and focused, we ensure that children remain attentive, actively participate, and absorb knowledge effectively. Furthermore, the shorter duration enables us to maintain an engaging and interactive learning environment that aligns with children’s natural curiosity and enthusiasm.

28. How many students per class?

We primarily offer small group classes, typically with a maximum of 4 students per instructor. Our main objective is to create a comfortable and effective learning environment for all our students. We achieve this by emphasizing small and intimate class sizes, ensuring that each student receives quality instruction and personalized attention.

There are two exceptions to this rule.

Firstly, in our stroke development classes, we allow a maximum of 6 students per instructor. These specialized classes focus on refining stroke techniques, and the students can swim independently.

Secondly, in our baby Tadpole level, we also maintain a maximum of 6 students per instructor. This is our entry-level Parent & Me class, where the child works exclusively with the parent under close supervision of the instructor. In later classes, the instructor will work with the baby/toddler directly, which is why the class size in our Swimboree level is limited to 4.

29. How long does it take to learn how to swim or to graduate to the next level?

The time required to learn how to swim can vary significantly based on individual abilities, age, and learning styles, so giving a satisfactory answer to this question that works for every student is not possible unfortunately.

In our program, we recognize that each student learns differently and at their own pace. We strongly recommend enrolling in at least two classes per week, or even more if possible, as it can accelerate the learning process by 50 to 75%, requiring fewer total classes to reach your goal.

Unlock your full potential in swimming by joining us for two classes per week! Attending twice a week enhances muscle memory, promotes better muscle hypertrophy, and optimizes recovery timing, resulting in remarkable progress at a much faster pace – more than double the speed compared to 1x per week. When you only attend one class per week, some of the progress made starts to diminish before your next session.

Don’t miss out on the opportunity to improve your swimming skills quickly and become a confident swimmer in no time

30. Can we change our schedule in the future?

Absolutely! When you sign up for our classes, we kindly ask you to select a day and time that works best for you each week. However, we understand that life can be unpredictable, and your schedule may change in the future. No worries! Our program is designed to be incredibly flexible, giving you the freedom to modify your class schedule as needed.

Whether you experience a sudden change in your availability or your weekly routine evolves, you can easily adjust your classes at any time without any hassle. We want to ensure that learning to swim fits seamlessly into your life, making it a convenient and enjoyable experience for you!

Furthermore, our program caters to your convenience by offering classes on both weekends and weekdays, granting you a diverse array of options. With over 10 pool locations at your disposal, you’ll have ample choices to align with your preferred schedule and desired location.

We strive to make it easy for you to find the perfect fit for your swimming journey!

31. Can my child wear goggles during class?