On occasions, relationships with families are not as good as they might ideally be, regrettably, this was such an instance. A number of complaints were raised and we investigated all of them. Where we felt we could have done better we said as much, but in all bar very few instances, review by ourselves found your complaints to be unfounded. Where complaints were referred to the Local Authority and CQC  their own investigations exonerated us.  It is our understanding that we are not the only care provider against whom you have lodged complaints. We would draw to your attention to the fact that our staff have reported issues of verbal abuse from family members during this difficult episode which left them feeling threatened and intimidated. As an employer, we do not tolerate such abuse and we will seriously consider taking legal action when this occurs. <br>We are proud of the CQC report which rates the home as ‘GOOD’ and the many positive reviews which have been consistently high.