Thank-you very much for your feedback which is vital to us as we strive to maintain very high standards of care throughout the home. We apologise for the experience and would like to assure you that we have opened our complaints procedure and the Home Manager will be in touch with you in due course. As this has not been raised as a concern prior to this review please allow us to fully investigate the matter. In the meantime, the Home Manager is always available in the office should you wish to discuss further. Best wishes.