We sincerely apologise for the experience you've described. We understand how distressing it must have been, and we're truly sorry that our service did not meet your expectations.Please know that we did make every effort to address your concerns and adapt our care routines to better suit your needs. Despite our attempts to resolve the issues and implement the requested changes, we regret that we were unable to meet your satisfaction.We genuinely hope you find a care provider better suited to your requirements, and we wish you all the best going forward. Thank you for your feedback, it helps us reflect and improve.