I am sorry that the service user's relative was unhappy with the support provided in the service. At the time the service user was admitted, Public Health guidance was in place and the service user was shielded for 14 days of their initial admission and then, due to circumstances, the service was placed into lockdown. During this period restrictions were in place and window visits could not take place as this would be in a communal area as the room windows are too high in bedrooms. Public Health Scotland would not allow window visits and initially, families were not to visit, the service has to adhere to this guidance. When families did come in to visit the service user, flexibility was given to them and longer visits were given. As the manager of the service, I can say with conviction that the service user was never treated roughly and staff were more than accommodating. The service user was initially on Calder unit in the home and was moved to Lomond unit to assist family with visits.