We are sorry not to have met your expectations for your mother during her stay at Heeley Bank Care Home.  We always aim to provide a high standard of care for all residents and treat any complaints as an opportunity to improve our service. Our Regional Manager did address the concerns you raised and wrote to you at the time with the actions taken. She also offered a meeting at a time of your convenience. I can confirm the home was able to meet your mother's needs. However, we were not able to support other requirements outside of your mother's care. The company operates a zero tolerance to any form of abuse towards staff. We are pleased you feel the decision for your mum not to return to Heeley Bank is in her best interest and we sincerely wish her well for the future.  We hope you find a new home where she will be happy and all requirements can be accommodated as you wish.  Again, we are sorry for all concerned.  <br>Kind regards