Thank you for your review. We sincerely apologise for the unpleasant experience and care your Mum received. We are deeply sorry for the two incidents regarding medication that occurred. We investigated these incidents with the council, and corrective measures were put in place. As a company, we take complaints seriously and always aim to rectify any issues that have arisen, learning from them to prevent similar problems from happening again. The views of our service users are important to us, as they help ensure that our services consistently meet people's needs. All staff also have ongoing training in communication and cultural competence to ensure they understand these values. In the 12 months we supported your Mum, we did all we could to provide regular carers; however, at times things still can go wrong due to many other factors, but mostly we are very sorry for all the distress that was caused to you and your family. We are working hard to avoid these situations from happening.