We are sorry you felt the need to publish such a negative review of the home. Black Swan Care Group has a robust and established complaints procedure for dealing with issues such as those you have mentioned. This is posted in numerous locations throughout each of our care homes. We also have an 'open door' policy for residents, their families, and staff to be able to approach not only the home manager, but senior management if there is a problem identified. We keep records of all such complaints. Sadly, in this instance, you have chosen not to raise these issues via any of the appropriate channels so they could be investigated. However, given the tone and damaging nature of your review, we have investigated internally the issues raised relating to care given, cleanliness of the room etc. as we are required to keep these by our regulatory body (the CQC). In every instance, there are clear and accurate records demonstrating that your accusations are unfounded.