Thank you for sharing your experience with us. We sincerely apologise that your grandmother's care did not meet your expectations. We understand how important it is to feel confident and comfortable with the care provided to a loved one, and we are truly sorry for any distress this may have caused you and your family. Our priority is to provide compassionate and high-quality care and we take feedback seriously. As we had discussed regarding your previous complaint, we would appreciate the opportunity to discuss your other concerns in more detail so we can make any necessary improvements.  You can feel free to contact us on 07426723917 or provide a convenient time for you so we can directly contact you. Thank you again.