PilotPrincess YOU are the customer, not the school. You have the money and they have to earn it. They are not doing you a favour, you are doing them one by choosing their school. If they can't get to grips with that concept, walk away and don't turn back. There are plenty of schools who do understand the concept of 'customer service', and no-one to whom you are paying several (possibly tens of) thousands of pounds ever has you over a barrel, it is quite the reverse; remember that.
Scroggs