We are truly sorry to hear about your grandad's experience and the distress this has caused your family. Ensuring the wellbeing and dignity of our residents is our highest priority, and it is deeply concerning to learn that we did not meet those standards in this instance. We are always striving for improvement, and your feedback is incredibly important to us. We would really appreciate the opportunity to speak with you in person to gain a better understanding of your concerns and see how we can learn from this to ensure no one else has a similar experience. Please do get in touch with us at your earliest convenience, and a member of our senior management team will be available to discuss this with you. Once again, we sincerely apologise, and we hope to hear from you soon.