We are saddened to hear that your experience at our care home hasn't been the positive one we would like it to be, and would like to reassure you that we take all complaints seriously. We take pride in our honest and friendly approach in dealing with our residents, their families and professionals and are surprised to receive your comments as we have not received any concerns in the past, though we fully understand that everyone's experiences are different. Please be assured that we take all concerns seriously and aim to use feedback in a positive manner to continuously improve our service and care to our residents, your concerns and feelings will be shared with the team. We have an open-door policy and we would always encourage relatives to contact the home if they have any concerns so that we can assist in resolving them immediately.