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I could not recommend Puddle Ducks ENOUGH for the courage and confidence they have instilled in my son, not only in the water but in outside life too!

We joined in Nov 2023 where my son was in Level 1, since then he has completed both Level 1 & 2 and is currently waiting to join Level 3. When we first started Frank HATED putting his head in water, whether that be in the shower or bath, pool you name it. Now getting in water is more of a positive thing for him, rather than a negative.

When my opportunity to sit pool side comes around, it’s amazing to see how far he’s come along especially with us going on holiday soon - I know he has skills to help himself in the water, should I not be there with him which puts me more at ease.

I would recommend joining puddle ducks to any parent, especially those who have a child with neurodiversity and are worried.. the teachers are FAB and your child will 100% be looked after 💖

The website did not make clear that lessons started immediately that week upon booking. We wanted my daughter to start after her 8 week vaccinations and my husband tried to book lessons a few weeks before to start after this. When we telephoned to query this, the lady on the phone was incredibly rude and tried to push for us to start immediately stating that there was no risk (I am fully aware of NHS guidance that babies can start swimming prior to vaccinations and I also work in healthcare, specialising in Microbiology & Infectious Diseases but felt that due to baby being early and tiny at birth, we felt more comfortable waiting until afterher vaccinations). When my husband told the lady "no because my wife doesn't feel comfortable until after our daughters vaccinations as baby had been born early and was tiny" he was very rudely told "oh I see, it's what the wife says goes is it?". This is incredibly derogatory and not supportive to a new mum who was only concerned about the welfare of her child.

As the website was unclear, they agreed to start our daughters lessons after 8 weeks of age. Little did we know that rather than move all of the lessons a few weeks later, they had converted the first 4 lessons to courtesy lessons. We hadn't had this explained to us and had been led to believe the whole block had been moved. When we realised they had been booked as courtesy lessons, we planned to use them at the end of the block as other pools were too far away and lessons at these were on the days my husband worked so the only sessions that we could attend were for the days & times that we had booked. We were informed at our daughters last lesson that we couldn't do this as "we were no longer paying customer's" despite the fact that we had already paid for these lessons and they were within the expiry date.

The lessons themselves were OK, however, if two parents attend the second parent must stand in the
changing room and cannot watch the
lesson. Again, this was not explained to us and at our first lessons when I stood at the side after handing our daughter to my husband who was getting into the pool with her, I was told this in rude manner. I also felt incredibly uncomfortable doing this, particularly considering our earlier dealings with Puddle Ducks as I had already been given the impression that Puddle Ducks did not care about how we felt about our child's welfare. The teachers stated this was for health & safety, however, another company who used the same pool for swimming lessons on a different day allowed parents to stand at the edge of the pool.

A majority of the people I have had dealings with have been rude and stand-offish and the company have ripped is off during a time where every penny counts.

Prior to attending Puddle Ducks, we were excited for my daughter to go to swimming lessons with her Daddy as this was something for them, but from our first dealings with Puddle Ducks, this has been soured. We no longer felt excited and have been left feeling apprehensive. This is absolutely not fair on my daughter. We were so keen for her to be comfortable in water from a very early age, especially considering that we live very close to a body of water, but we were left uncomfortable even taking her to swimming lessons.

Took the opportunity to take a trial with the aspiration of further lessons. From the second we got there it was evident the advice given prior to the lesson had been incorrect resulting in my normally confident little girl having every ounce of confidence knocked out of her during her 25 minute session. Guidance was unclear throughout and she was expected to hit the ground running with no consideration to her previous experience. She was shouted at constantly due to the unclear guidance and lack of understanding of what was expected of her. As a teacher (albeit not a swimming one) I am aware of how to speak to children and adults of varying ages at respective levels. It was clear the linear approach of Puddleducks did not seem to cater for the weaknesses of someone who had clearly been placed into the first available slot of a well established group who were well versed in the expectancy of them. I left feedback on my email response from the chase of payment, but 6 days later it wasn’t followed up and no one felt it appropriate to contact me to address the concerns I expressed or indeed ask how the session had gone. Had these concerns been addressed then I most certainly wouldn’t have left this review. There is no real concern for the customer and their learning journey, it’s purely money and that’s evident from the multitude of complaints I note on here. Having had to console a broken child at the end of the session (to her credit she didn’t shed a tear during the session) I cannot say anything positive about the experience. As her parent it was evident she was scared and upset throughout - To the point I nearly pulled her from the class myself, only keeping her in in the hope she would adapt to the challenging circumstances. I couldn’t comfortably recommend Puddle ducks, nor would I be comfortable paying £19 for a 25 mins session where even 4 children proved difficult for 2 teachers to cope with. I appreciate a small averagely busy pool with outside noise and external sound probably presents its own challenges. All of the children struggled to hear a lot of what was being said, mine included. I certainly struggled from immediate poolside. With no clear guidance as to what they wanted from the children and mine being wedged into the first available space where children clearly had experience of underwater swimming it really wasn’t the correct introduction to swimming classes for someone who was new and scared and who had been advised prior that goggles were optional. Without them she would have been in trouble as the focus was solely about having your head underwater. An overall upsetting experience for both parent and child and after a completely different experience elsewhere I am confident she will continue the journey she had previously established, and restore some of the confidence Puddleducks and the two specific trainers knocked out of her in record time.

Booked our daughter onto the floaties classes four weeks ago, paid up front for six lessons. Since then each lesson has been cancelled, last weeks five minutes before the class. We were obviously already ready and outside the building at this stage. We have not had any communication this week to say if the class is back on or not. But my patience is wearing very thin. So far I am not impressed at this company.

My little girl has been swimming with Puddleducks since 6 months old and has just completed all her swimming levels and is now a fully fledged swimmer. Teachers have been fantastic- very supportive and re-assuring throughout her swim journey. Puddleducks is a little on the expensive side, and there are issues with their courtsey classes, but if you want your child to learn to swim well, this company is definately recommended. My children are both well ahead of their family members and friends making the money spent well worth it. Thank you, Puddleducks.

Our start with Puddle Ducks was a little turbulent due to things outside our/PuddleDucks control. After enrolling my child in their swimming lessons for £150 he fell seriously ill after just two sessions. This situation led to a misunderstanding with Puddle Ducks about their ‘courtesy lessons’ vs. ‘suspension’ policies, the latter being more suitable in our case.

We found the courtesy lesson policy to be quite impractical for our case. Not only did they “hold no monetary value”, but they also couldn't be used towards future lesson payments. The only option was to attend extra sessions in the same week on top of the new ones I'd have to pay for – a tough ask for any busy parent and overwhelming for a child just recovering from illness.

After some back/forth, Puddle Duck reached out to resolve this which is a good step. My advice to parents would be to familiarise yourself with the courtesy lesson policies else you might be in for a surprise like I was (especially if your child is likely to become ill). For Puddleducks: I do not remember that the courtesy class policy was explained to me before I paid money. It might be a good thing to remind parents before they pay for a bulk of lessons.

The lessons themselves were a hit with my son. He genuinely enjoyed the time he spent in the pool, and the quality of teaching was commendable.

Updating the initial negative review to a more neutral one with intents to update it as we get further through the lessons.

I sought advice from my GP before enrolling my daughter in swimming. He said she would be fine. I made sure I spoke with Puddle Ducks before booking so that full disclosure was made of my daughter’s chronic eczema. I felt very encouraged by the positive and supportive attitude of the lady on the phone. Unfortunately I never spoke to that lady again and Puddle Ducks very quickly changed their attitude.

On our second lesson, we were barred entry from the only shower available at the venue because another child with eczema needed it and his needs came first. I explained our situation and they expressed astonishment. Nothing had been communicated to them and they had not noticed my daughter’s condition. At that point it affected her scalp.

Later that week, a lady who I will refer to by her initials rang us. AB repeatedly invited us to cancel our swim school place. She strongly encouraged us to cease swimming. When I declined, she said my daughter would need to wear a swim hat. I explained this would have no affect on her condition. This was confirmed by medical professionals. AB said that the sight of my daughter’s condition was likely to upset the other parents. To my own shame, I decided to acquiesce because the class was at a convenient time at a short distance.

We consulted with a sports equipment shop and bought a swim cap. They advised us against the soft cap as my daughter who is only 1 would be easily able to remove it. Since AB had said the hat was necessary to be permitted in the class, we had no other realistic option.

We persisted with the class but the pool was unusually cold. My 1 year old typically ended up with chattering teeth and would be shivering by the end of every class. This was despite wearing the warmest swimsuit available. Her eczema has radically improved however and is no longer noticeable. Still, when she became upset by the hat and I asked if we could remove it, I was told no. It was a requirement regardless of the improvement in her condition and regardless of her distress and discomfort. At this point I realised I was doing my child a disservice by continuing to bring her into this toxic environment. The teacher was completely dismissive of the upset being caused.

I would add that the other parents in the class were all lovely and all expressed shock at the idea of them being upset by the sight of my daughter’s eczema.

I contacted Puddle Ducks to let them know we wanted to withdraw. Once again, AB spoke to me. She confirmed once again that the swim hat was a requirement regardless of my 1 year old’s current condition and never mind if it caused her distress. I pointed out that the other parents said they were not upset by her scalp. AB said it was actually the teacher who had been bothered by it. At this point, I don’t even know if this is true or if it was AB who has a problem with children who have eczema. When I outlined an email with all of the above and CC’ed the main Puddle Ducks inbox, I received a very puzzling reply claiming that it had only ever been a suggestion that my daughter try wearing a hat. This was the complete opposite of everything AB and the poolside staff had been saying for months.

My daughter has been assessed by a paediatric dermatologist who has confirmed that she is fine to swim and it will not cause any flare ups. Puddle Ducks were never concerned with her welfare. They just found the sight of a toddler with a skin condition to be a bit yuck and wanted rid of us as soon as possible.

I think the important thing to remember is that there are a lot of swimming providers out there. I have been able to find an alternative in our area within easy distance. If this one doesn’t work out for whatever reason, there will be others. Parents should not settle for a provider who employs people who express such toxic views. They don’t deserve your money.

I’ve joined the waiting list for my child on the website and filled the questionnaire.

However, in order to actually join the waiting list, customer service has already sent me emails asking for additional information (including confirmation of the day, which I have clearly applied for on the website). While asking for confirmation of the day, they don’t provide me with options, which means I need to go to the website and check the day I applied for again.

That is wasting everyone’s time - customer’s and your stuff. I’m working full time and I have 2 kids, I honestly don’t have time to bounce these emails.

Someone needs to look at your customer service and improve the efficiency and customer’s experience.

Up until recently I would have absolutely recommended Puddleducks, but since Suffolk merged with Norfolk it is no longer the personal service we have loved.
Recently they have decided that as the rest of the class is progressing more than my daughter the class will change to Swim Academy 3, there are no lessons available we can make for my daughter to attend level 2. She has been to puddleducks since the pre-natal exercise classes and learnt so much but due to the impersonal and really poor service we are leaving. The final straw being "we will waive the notice period as there is a waiting list" so sad to end this way

My granddaughter had baby swimming lessons at the Northwich pool, we had to cancel some lessons because of illness, tried to rebook for weekends but nothing available, I paid for 10 lessons 15/11/2022 £175.00. They keep sending me messages to say my direct debit has not gone through where I never arranged one. I paid up-front. I am owed six lessons, told that these are called courtesy lessons. to me this company has stolen my money. I will be sending this complaint to Rib of Britain, as I feel this could happen to others. Avoid this company. It got one star as the swimming lessons are expensive but good tuition. Shame about the managment!

We've been with Puddleducks for 3 years and I have nothing but the highest praise for this company.
Spending time in the pool with my daughter has been one of the best experiences I've had. Watching her grow into a confident independent swimmer has been wonderful. She's been in the water with PD since she was 6 months old. Now she's nearly 4 and can swim independently.

In our experience the classes have always been well organised, and structured to help little ones develop new skills quickly and safely. It's all done in such a way that it's always fun - the kids don't even realise half the time that they're learning vital water skills!

We had the most brilliant instructors too. It seem others may have had a different experience. The quality of the instructors definitely makes a difference.

I would't be put off by the negative comments below. We moved up through the various classes when we were ready. We never felt held back, or as though were were in the wrong class.

As for the cost of classes, and the courtesy vouchers for missed classes - What is the company supposed to do here? They have paid to hire the venue, paid staff. And if no-one turns up who pays for that?
They have a limited number of places for each class. By agreeing to the direct debit you commit to taking your child to the classes, and you have to understand that, even if you don't turn up, they can't find another child to take your place. This is the reason you have to still pay if you don't turn up.

They do offer courtesy vouchers if you can't attend a class, but again, as the regular classes have their places allocated to those who have paid for their children to attend, you can only use the vouchers when there is space, possibly at a different venue.

This isn't the fault of Puddleducks. Their responsibility is to ensure that the space you've paid for is always available. If you don't turn up that's not their fault.

If you want your child to learn to swim, and you want to be part of that then I thoroughly recommend Puddlducks. We had 3 happy years with them. And we saw the same parents/children attending for most of that time. That gives you some indication as to how good these classes are. Same regular faces every week.

Our experience of Puddle Ducks is just ok. The lessons weren’t spectacular but they weren’t awful. We found the swimming teacher to be off a lot and our lessons were cancelled all the time which was frustrating as you lacked progression. We found the lack of differentiation and the age group lessons very restrictive. For example my little one was able to climb out of the pool at 11 months and sit on the side but was not allowed to do this until 15 months in the lessons. They need to be differentiated for the children that have strengths and weaknesses in different areas as it felt progression was stagnant. Our swimming teacher stated our little one was ready to move up at 13 months however as their is no flexibility on age range, he was stuck in classes that didn’t develop him further for over two months. We did like the safety aspect of the swimming lessons but found this to be a limited strength of the company. The cost of the lesson is excessive for what you receive and is actually not worth it upon reflection. I would try your local swimming pool before using Puddle Ducks as we’ve found our child has excelled as they differentiate for each child and adapt to fit their mood and ability which has ensured I as a parent no longer dread the lessons.

We started our puddle ducks journey with our son at around 3 months old. We’ve enjoyed every lesson with him. Watching him gain confidence in the pool learning to splash, kick and jump. He now knows to close his eyes and mouth when we pour water over his head. He has come on tremendously. You’re able to catch up lessons if you miss a lesson which is better than most baby groups offer. Great online system but also great communication from our swim instructor Maria who has always been a pleasure to deal with and speak to. Thanks for such brilliant memories.

Dear Parents, be careful, bring your child to this swimming course if you are sure you can attend all the lessons, otherwise you hardly get any refund. my daughter was ill most of the autumn and winter, and we had 17 lessons paid in advance. I asked them to stop monthly direct debit until we take all the paid lessons, but the answer my enquiry: "you have 13 courtesy class vouchers on your account. These vouchers do not hold any cash value and can't be used to extend your paid for lessons. These vouchers are offered as a gesture of goodwill only." Disgraceful company! Do not waste your money!

The classes are alright (apart from the fact the instructor dunked my baby in the water to make him “dive” and he choked hardcore breathing water, was coughing for minutes, purple, red eyes). But their t&cs and billing system are a joke.

We paid £150 for 10 lessons end of November last year. They already charged extra £15 in jan. We still have lessons paid until 19th of Feb, and there is a next charge in my account for the 3rd of Feb of £66.

EVEN if that’s them trying to charge the 4 classes notice period, as we already have lessons paid until the 19th, £66 is out of order. This is not how you retain customers.

And how come you can’t cancel classes you haven’t had yet independently of notice?! I will definitely be enquiring with citizens advice and our family solicitor, because it doesn’t sound right.

They make it look like you are buying a bundle, but in reality it is a contract for life apparently.

Waiting for them to get in touch with me on the phone as per my request to discuss all of the above.

My account is under name Ivana King.

My daughter started with puddle ducks around 8 months old and we joined in the selby area, I was so nervous for her 1st lesson and it didnt go too well the teacher she had was telling me they don't put the children under water (when they are ready) and the class was just basically floating around in the pool for 30mins, I was in 2 minds wether or not to go back but I am so glad I did the teacher on her 1st week was a stand in. Then we met Sarah and honestly she is brilliant she listens to my daughters body language when doing swims and things and knows when the right time is to let her swim under the water and when not to she has taken time to learn each individual child and my daughter has grown a fabulous bond with her to the point were she will just hold her arms out for Sarah to take her and give her a cuddle and I feel super confident, we are now in kickers and absolutely loving it and I have learnt so much in the short period of time I've been going.

There is a couple of little downfalls like When you can't attend a lesson they offer it as a curtousy lesson the idea is great but the choices are poor the only time I can use a curtousy lesson is mid week and not at the pool were I go now, and frequent cancellations of lessons but that can't be helped when the pool is too cold.

Apart from that we think it is brilliant my daughter loves to jump in and swim around and has learn so much so fast she is now 17 months old and thriving in water I have recommended puddle ducks to everyone I know and I think it's great for the little ones and we have made lots of new friends, it is very welcoming and I felt at ease from day 1.

I take my granddaughter to weekly classes, and we love them, it's a special day out for us. We definitely chose the right provider, not sure how it could be improved on!

Really rude customer service from the Business Operations Manager at Wakefield. As she is the designated safeguarding officer you would think that she is aware of the well-being of others and act accordingly over the phone and in emails. Unfortunately I’ve heard too many stories about the poor customer service and the repetitive, disgraceful emails that are continually being sent to new mums. I received very patronising emails suggesting that I’m unable to understand emails. Do not send your child to puddle ducks - over priced lessons when you can find much better value for money elsewhere. All they care about is taking money from your account.
We have now moved to new swimming lessons and all 6 of the families that attend have previously been to puddle ducks and found the customer service appalling.

Awful company. The teacher didn’t update my child’s profile for the entire duration of our classes. This was only updated because I asked about this. When asking for a refund for a lesson, the owner, Nicola was rude and unprofessional. She was not interested in listening to my thoughts and was clearly only concerned about the prices! Disgraceful company and I am so glad I have found alternative swim classes!

Would not recommend. After multiple lessons being cancelled we’ve decided to cancel our lessons. Even though over 3/4 lessons have been cancelled they still deduct the missed class. Every week (day before or sometimes a couple of hours before) I’ve received an email stating the pool is too cold. A courtesy class is not good enough especially when you’ve taken time off work for the scheduled class.