I have tried on a number of occasions to reach the complainant by phone to apologise for her expectations not being met. The complainant was attending hospital and her husband had accompanied her and wanted to go home but didn't want to be alone. The hospital called a number of providers late in the evening looking for assistance. We were able to commission someone to be with the gentleman overnight and they arrived at 9.30pm. Thus we fulfilled the request of the hospital for what was a non-regulated activity which enabled the gentleman to return home with company.. It is now apparent that the complainant was seeking a regulated activity and had that been made clear in the first call we would not have been able to assist at all which would have led to the gentleman remaining at the hospital or being home alone. <br>The Value for Money rating is puzzling as no money has been paid as no charge was raised. The assistance was provided free of charge