Dear Andy, we are sorry you feel your experience with Hampton Care Home has been a negative one. We have yet to receive an official complaint, but you asked us to supply details of your father’s care during his two-week respite stay. You describe staff as being ‘unprofessional’ when dealing with your complaint, yet we replied to your queries and provided full subject access regarding your father’s care within an hour of receiving the request. You received a response to your questions from a senior member of staff within 24 hours and a full response within eight days (well within our complaints procedure’s 28 days). During this period we investigated the matter and interviewed the staff who looked after your father so we could provide a comprehensive and detailed account. We are cooperating with the local authority safeguarding team. As you know, the issues will be discussed in an open safeguarding meeting this month. We do, however, wish you and your family all the best for the future.