Thank you for your message, and for your kind words about the team who supported your stepfather during his time with us. We were truly sorry to hear of his passing, and we send our continued condolences to you and your family.Please accept our sincere apologies for the upset and disappointment caused by the absence of staff at his funeral service. We understand how important it is to feel that your loved one's care team acknowledges and honours their life, especially after over twelve months of support and connection.Your feedback has been shared with our team so we can reflect and improve how we handle similar situations in the future. I also want to apologise for the lack of response to the message you sent to our head office-that, too, must have been upsetting at an already difficult time.If you would like to speak further or share more about your stepfather's time with us, I would be very glad to listen.