We regret that your experience at Gwen Walford last summer led you to leave a negative review, especially considering the formal complaint you raised, which we promptly investigated and addressed with meetings involving our senior team. Each of your concerns was thoroughly responded to at the time, including the letter that you mentioned which was in a private room left there by visitors to the home.<br><br>Thank you for recognising the quality of care we strive to provide at Gwen Walford, it is something we are extremely proud of. Your feedback, both positive and negative, helps us continuously improve our services.<br><br>Regarding the period you mentioned, it's important to note that we were amid a major refurbishment, and we apologise if this contributed to any of the concerns you encountered.<br><br>We extend our best wishes to your aunt and your family for the future.