Dear Glen, I am so sorry to read your review about the dissatisfaction with the care your father has received at the home. I would like to offer you a sincere apology that you have felt the need to complain. All fees owed to your father have now been reimbursed to him and I am so sorry there has been such a delay in returning these funds. As the acting home manager,  I am currently investigating your concerns and I will write to you formally in due course with my findings. Kind regards Gemma Wallbanks