We deeply regret the experience you've had with our services. It's truly important to us that every interaction leaves you feeling valued and supported. I want to assure you that our Registered Manager has reached out to address your concerns and has initiated our complaints procedure to thoroughly investigate and resolve this matter. Your feedback is invaluable, and we are committed to addressing any issues to ensure your satisfaction. Thank you for bringing this to our attention, and please know that we are dedicated to making things right for you.