Pennies prides itself on communication and transparency with Parents, our Nurseries operate an open-door policy for families to discuss concerns. It's my understanding you approached a Manager on your settling-in visit about your child's individual needs not being met; the Manager explained why we couldn't fulfil your request in the baby room, due to it not being suitably set up for potty training. Though you didn't agree, you accepted her explanation continuing your child attending. Receiving your written notice and complaint, we launched an investigation of your claims of the room being out of ratio, looking back at staff rotas and room rotas, we can't locate a time the room was out of ratio or running at the capacity of children you claimed in the room at the time. The Manager responded to your complaint via email; subsequently, we have offered to meet to discuss concerns, our findings from the investigation and to discuss in depth why we have policies and procedures in place.