Hi Alison, Thank you for your review - Unfortunately only yourself and we know the truth behind this malicious review, and thankfully we have many clients who are extremely happy with our care and services. Our directors and staff put their heart and soul into ensuring our clients are well cared for and go above and beyond. Thankfully we also have the recorded phone conversation between yourself and my colleague claiming that everything was fine. This review is based purely on the fact you begrudged abiding by the contractual agreement and had to pay a cancellation fee. Which we even reduced by 50%. However as always we encourage reviews whether positive or negative, as every day is a learning day and we will continue to improve where required. We wish you all the very best going forward.