Thank you for your review and taking the time to speak to me about your feedback. I'm pleased to hear that you feel the majority of our team are kind, caring and go above and beyond. I was disappointed to hear that you feel one team member comes across in a more negative light. I will be supporting them to reflect on how their approach can be perceived and what they can do differently. And of course, if there's anything else you would like to discuss, please feel free to speak to me or a member of the management team at any time. Kind regards