{"id":8638,"date":"2025-10-14T16:01:43","date_gmt":"2025-10-14T16:01:43","guid":{"rendered":"https:\/\/britishswimschool.com\/hudson-waterfront\/?page_id=8638"},"modified":"2025-10-14T16:04:14","modified_gmt":"2025-10-14T16:04:14","slug":"customer-service-faq","status":"publish","type":"page","link":"https:\/\/britishswimschool.com\/hudson-waterfront\/customer-service-faq\/","title":{"rendered":"Customer Service FAQ"},"content":{"rendered":"\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t

Customer Service FAQ<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

We\u2019ve 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<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n
\n\t\t\t\t\t
<\/path><\/svg><\/span><\/path><\/svg><\/span>What if I am unable to reach a live person through the call center?<\/span><\/path><\/svg><\/div>

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.<\/p>

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

Go onto your mobile app (click the tile \u201cContact us\u201d) or via our automated chat (click the tile \u201cContact us\u201d); Alternatively, you can send a push notification\u00a0with\u00a0<\/span>your request by using our mobile app or send us an email at\u00a0<\/span>GoSwimHudsonNJ@britishSwimSchool.com<\/a>.<\/span><\/p><\/div>\n\t\t\t\t\t<\/div>

\n\t\t\t\t\t
<\/path><\/svg><\/span><\/path><\/svg><\/span>How do I transfer my current class or time slot to another available class?<\/span><\/path><\/svg><\/div>

Please go to \u201ccontact us\u201d on the Mobile app and start a \u201cChat with Us\u201d by typing \u201cchange class\u201d or \u201cadd a class\u201d ; 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\u00a0or send us an email at\u00a0<\/span>GoSwimHudsonNJ@britishSwimSchool.com<\/span><\/a>\u00a0with your request.<\/span><\/p><\/div>\n\t\t\t\t\t<\/div>

\n\t\t\t\t\t
<\/path><\/svg><\/span><\/path><\/svg><\/span>How do I add a class to my account?<\/span><\/path><\/svg><\/div>

You can do so by using the BSS mobile app. View all of our available classes in all of our locations through \u201cadd a class\u201d. You can enroll in an additional class, if available, or be put on the waitlist if there are no open spots available.<\/p><\/div>\n\t\t\t\t\t<\/div>

\n\t\t\t\t\t
<\/path><\/svg><\/span><\/path><\/svg><\/span>How do I know and see the entire class schedule availability?<\/span><\/path><\/svg><\/div>

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.<\/p><\/div>\n\t\t\t\t\t<\/div>

\n\t\t\t\t\t
<\/path><\/svg><\/span><\/path><\/svg><\/span>How do I drop one of my classes?<\/span><\/path><\/svg><\/div>

You can go to your mobile app and select \u201ccontact us\u201d on the homepage. From there you have a few options: you can select the chat feature and type \u201c drop class\u201d 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\u00a0<\/span>the details for your class transfer or send us an email at\u00a0<\/span>GoSwimHudsonNJ@britishSwimSchool.com<\/span><\/a>\u00a0with your request indicating the\u00a0<\/span>class you want to drop and for which date you wish to drop the class so the agent\u00a0<\/span>can complete your request.<\/span><\/p>

If you need to drop from the program completely, please submit your cancellation form located in the homepage of the mobile app (\u201cCancel my account\u201d button). This is the\u00a0only<\/strong>\u00a0method of full cancellation.<\/p><\/div>\n\t\t\t\t\t<\/div>

\n\t\t\t\t\t
<\/path><\/svg><\/span><\/path><\/svg><\/span>I was previously enrolled in your school, how do I come back?<\/span><\/path><\/svg><\/div>

You can re-enroll online in the student\/family portal\u00a0HERE<\/a>\u00a0or 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.<\/p>

You can also reach our automated chat feature by clicking on the \u201cContact us\u201d tile and select \u201cChat with us\u201d<\/p>

You can send a push notification from your mobile app and will contact you for resolution.\u00a0You can also send us an email at<\/span>
GoSwimHudsonNJ@britishSwimSchool.com<\/span><\/a>\u00a0with your request.<\/span><\/p><\/div>\n\t\t\t\t\t<\/div>

\n\t\t\t\t\t
<\/path><\/svg><\/span><\/path><\/svg><\/span>How do I add a student to my account and enroll the student in a class?<\/span><\/path><\/svg><\/div>

You can certainly do so by going to the family portal\u00a0HERE<\/a>\u00a0or on the mobile app by adding a student to your account.<\/p>

You can also enroll the new student in any class that you see available on the mobile app.\u00a0You can also send us an email at<\/span>
GoSwimHudsonNJ@britishSwimSchool.com<\/span><\/a>\u00a0with your request.<\/span><\/p><\/div>\n\t\t\t\t\t<\/div>

\n\t\t\t\t\t
<\/path><\/svg><\/span><\/path><\/svg><\/span>If I call, can you see more classes than what I see on the mobile app or the family portal?<\/span><\/path><\/svg><\/div>

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.<\/p><\/div>\n\t\t\t\t\t<\/div>

\n\t\t\t\t\t
<\/path><\/svg><\/span><\/path><\/svg><\/span>I would like to submit a complaint regarding my pool location or school. What are the steps?<\/span><\/path><\/svg><\/div>