Hello and thank you very much for your feedback. The comments raised are not what we expect in any of our services and we will conduct a full internal investigation into the specific issues that you feel have occurred. In the meantime we would appreciate your assistance to make any improvements where necessary. If you could contact our Home Manager we would welcome the opportunity to discuss further. See complaints policy for full details and contacts -  https://www.advinia.co.uk/wp-content/uploads/2023/12/Complaints_Policy.pdfWe are dedicated to making sure the experience for your nana and the family is the best that it can be. Thanks again and best wishes.