Dear Carolyn<br><br>We are extremely sorry and disappointed that you've had cause to complain about our service. We aim to provide the best care possible to those we support and take all feedback and complaints seriously. As you know, we have fully investigated the matter and responded to all communications in accordance with our formal complaints procedure. We welcome conversations with all our customers and have been in contact to arrange an opportunity to discuss the matter further and enable us to reach a satisfactory outcome. Once again, we are sorry to hear of your complaint and would like to reassure you that it does not reflect the service for which we are known or strive to achieve.