We are sorry your experience did not live up to our proven high levels of care. As a family business with over 35 years experience we take matters like this very seriously.<br><br>As you know, we looked into your concerns but the delay in raising them along with the lack of specific details (dates, times, names or description) made it extremely difficult and that was as frustrating for us as it would be to you.<br><br>It is always better to raise complaints (sincerely and without unnecessary enhancement) as and when they happen, so that they can be investigated and examples of genuine poor practice resolved quickly.<br><br>Unfortunately, the evolution of your complaints and their amplification only served to obstruct our genuine efforts to establish the facts.<br><br>We take our responsibilities very seriously and, on the rare occasions we don’t meet our own expectations, we try to learn from that experience to improve.<br><br>We wish you (and your new care home) all the very best for the future.