Thank you for providing feedback. I am so sorry that this has been your experience of our service. We strive to provide the highest quality of care to all our customers and this isn't a standard we accept as a company. I have spoken with the Registered Manager and we don't appear to have a record of a formal complaint about the service. I would be more than happy to discuss this with you so that we can ensure we learn from this experience and there is no repeat. I've looked back on your mum's service and the continuity was good and I note the service finished in October 2019. Please feel free to contact me via email and I'll make arrangements to get in touch. Thank you.