It was a pleasure to look after your mum for the four years she was a resident with us. As a new manager to the service I introduced myself to all the relatives and I was always available to answer any queries, or issues they may have had. I responded to all of your emails, and arranged a 2 hour meeting with you to discuss your issues. At this meeting I again informed you, that you could contact me at any time. It is my preference to contact relatives individually, rather than by a generic letter. You were a regular visitor to the home and were informed of any changes to guidelines that affected you or your mum. I am sorry that you now feel the service we provided throughout your mums four year stay was not good enough.