May we firstly extend all of our condolences on the passing of your beloved grandma, I appreciate that this was not done at the time of her death but the home has expressed that she was a lovely lady and is missed by everyone at the home.  Please also accept our sincere apologies that your complaint was not dealt with as speedily as it would have been under normal circumstances.  Our regional manager responded to you as soon as she returned from leave and completed a thorough investigation, she then responded to you with her findings and actions she was taking.  We are extremely sorry that you were not able to visit your Grandma at the end of her life, this has been addressed with the staff at the home.