We regret to learn of your dissatisfaction with your recent experience. Our commitment is to provide exceptional service to all clients while maintaining a zero-tolerance policy towards impolite or abusive behaviour directed at our staff. Regrettably, we were compelled to discontinue the intended service for your loved one due to the family's unacceptable conduct. As a healthcare provider, we endeavour to strike a balance between the best interests of our staff and the standard of care we extend to our residents. We are disappointed that we could not work with you to provide the best care to your loved one. It is imperative to highlight that bodies such as the CQC play a pivotal role in providing support to care providers and safeguarding the public from harm, so as a secure work environment for healthcare professionals. We take your feedback seriously and seek to redress any issues, always mindful of our legal obligations. we appreciate your feedback.