Thank you for your feedback following the passing of your relative - a truly lovely lady who sadly died in January. We extend our condolences. During her time with us the team worked hard to provide consistent and compassionate care and remained responsive to your families frequent detailed input. Concerns about end of life care are taken seriously, though our records, and audits do not reflect the issues raised. Staff followed agreed plans and upheld clinical standards, even amidst complex family dynamics. Our team recalls a different experience, with gratitude expressed at the time. Its disappointing that this reflection has come months later and appear centered around delays in the refund process, which is managed by Head Office and is dependent on 3rd party payments which are often delayed by several months. While this is beyond our control, I would have gladly supported had I been approached. We wish you and your family all the best.