We are very sorry to hear that your experience at Franklin House did not live up to your expectations.  We make every effort to be transparent and clear in our communication around pricing and payment policies.  All of our managers, including our Franklin House Manager, have also been recruited not just on the basis of the quality of their care and clinical skills but also on their ability to work through situations such as yours in a fair and sensitive manner. Without going into detail on your specific situation, our understanding is that it has now been amicably resolved.  If this is not the case, or if you still have any lingering concerns, please do get in touch with our regional director or indeed, if you feel it appropriate, you could use our formal complaints process which is detailed on our website – careuk.com