Dear Imelda, Thank you for taking the time to share your experience. We are sorry that you were delayed in receiving your refund and you've had difficulty resolving it.  We sincerely apologise for any inconvenience or frustration you may have experienced. As you are aware, you were refunded any overpaid care fees made to Orchard Lodge immediately however, the Funded Nursing Care refund was delayed. Unfortunately, this was out of our hands as it is the NHS that must approve and provide this. Despite our best efforts to ask them to speed up the process, it took several months for them to approve this and pass on the funding to us. The management had no intention to delay this refund but they could only pass it on once it had been received from the NHS. We are pleased that it is now resolved however, we will review our payment processing systems and take steps to ensure that any such instances are dealt with more efficiently going forward.