Thank you for your valuable feedback.  Your opinions do matter to us and it is nice to hear that you were happy with the carers that your grandad had who went above and beyond for him. Our staff are fully committed to delivering the kind of highest quality care we would want to see delivered to our own loved ones.  In relation to your complaint,  I am glad that the office staff were able to deal with your query immediately and we were able to take proactive steps towards your concerns. We pride ourselves in our Customer Service and we always aim to provide the highest quality service and aim to keep our clients and their family members happy at all times, there is always someone at the other end of the telephone 24 hours a day who will always do their best to address any concerns or issues that are raised. Once again thank you for the review.