Thank you for your feedback. I'm very sorry to hear about the issues you've experienced with our care services and billing. This is not the standard we aim to deliver, and I understand your frustration. We are urgently reviewing the care records and billing history to identify and correct any discrepancies. If any errors are found, we will resolve them promptly. Our initial results found that no calls were missed but unfortunately we were late on a recent occasion, for which we apologise. I'd appreciate the chance to speak with you directly to ensure we fully address your concern.