Thank you for taking the time to bring your experience to our attention. We take your feedback very seriously and a formal complaint has been received and reported to the relevant Regulatory and Local Authorities. I am deeply sorry you have had a negative experience, I have taken steps to investigate the events leading up to your experience. Our aim is to provide the best person-centred care to our residents and remain committed to the delivery of excellent care. We are working together with our Regulatory Authority to ensure this does not recur and that the care your mother receives is always of a high standard. <br>Yours sincerely.