Thank you for your feedback and please accept our heartfelt condolences on your loss. I responded to your email within the required 7-day period and I'm truly sorry that our absence at the funeral added to your distress. When you visited the home the day after your mum's passing, you shared kind words about the care she received, as well as the staff, management and environment - feedback that meant a great deal to the team who supported her for just over three years. While we genuinely hoped to attend, we had to ensure safe staffing remained in place for all residents. We were therefore saddened to see the online ratings don't reflect what you shared with us in person. I'd also like to clarify that we are not financially driven, we remain committed to accessible, person-centred care and continue to admit residents without charging any third party top-up fees. Please know we remain here to support you and your family and welcome any further conversation to help address your concerns.