Dear Kate,<br><br>I am sorry to hear about your negative experience at our care home. We take all complaints seriously and are committed to providing the highest quality care to all of our residents.<br><br>I apologize for any distress or frustration you and your loved one experienced while they were in our care. We take responsibility for any failures in providing the care and dignity that our residents deserve, and we are committed to making improvements.<br><br>I would like to assure you that we have taken steps to address the issues you have raised, including involving adult social care and reviewing our policies and procedures. We have also implemented additional training for our staff to ensure that they are able to provide the best possible care to all of our residents.<br><br>Please do not hesitate to contact me directly if you have any further concerns or if there is anything else we can do to address your issues.<br><br>Sincerely,<br>Nic Ciobanu