We specialise in dementia and have trained staff to meet the sensitive needs of challenging behaviour. Staff work in a person-centred way to support individual residents and therefore staff will have assessed and risk-managed your mum's wish to wear her coat throughout the day as this provided her comfort and a sense of security. As your Mum wearing her coat did not present as a challenge to herself or others there would have not been a need to take your mum's coat for her safekeeping.  The missing items were allegedly missing in 2020 and there is no evidence of a conversation taking place of you bringing the missing coat and shoes to the home's attention, nor is there any evidence of a conversation of any payment for a new one.  The home has a simplified complaints policy that is displayed at the entrance that clearly states the director's contact details. The home manager has endeavoured to contact you on several occasions by both phone and post in relation to this matter with no response.