The complainer had not followed the complaints procedure and notified the person in charge in order to evidence and clarify matters on the day. The complaint was investigated straight away. We did not find the relative in concern unclean or uncared for. There were no urine stains or smells in the lounge. We had a Christmas tree and decorations in the lounge and another in the dining room. We were fully staffed with a full-time cleaner that day. There were no complaints from any other visitors. The complainer was not the next of kin and hardly visited the home. We informed the next of kin, who visited regularly and they were very disturbed and upset about the complaint. The complainer was invited to a meeting to discuss but we never heard from them. The governing authorities were notified of this and they visited unannounced to check everything and were happy with everything in the care home.