Dear Jackie. Our sincere condolences on the recent loss of your mother. Our thoughts are with you and the family at this difficult time. Thank you for your feedback and I want to firstly assure you that our Senior Financial Administrator at Head Office is dealing with the refund as we speak and is going to get in touch with you asap to arrange the transfer of any due funds. Stonedale has recently appointed a new management team at the home and we can only apologise for any issues you previously experienced. The new team bring a wealth of experience and has implemented an improvement plan including the recruitment of more permanent staff and an increased focus on ongoing training and support for all colleagues. The positive effect of the changes has been recognised through recent feedback from CQC. We thank you for the kind comments about the staff members you met. We have been nurturing the talent that we have as well as adding more experienced members to the team. Best wishes.