Thank you for taking the time to share your feedback. We are glad to hear you had an overall positive experience at our nursery and found our team to be caring and professional. We are truly sorry that your child was given milk despite their lactose intolerance, we have reviewed our procedures with the team to ensure continued vigilance around all dietary requirements and allergies. Please be assured that the wellbeing and safeguarding of every child is our highest priority. Regarding your booking pattern request, we understand this was disappointing. Our nursery booking policies are designed to balance family needs with operational requirements, staffing, and maintaining consistency for all children. While we aim to accommodate requests "when possible," some patterns cannot be granted without impacting operational stability. All decisions are made in line with these policies, and your request was assessed fairly alongside all families needs. We wish you all the best for the future.