We are saddened to see this review from a customer for whom we last delivered care in May. It can be difficult when care is split between two care providers as they may work to different protocols to keep their staff and service users safe, but, we still always strive to do our best to provide a seamless service in these circumstances.  In this case, our carers followed their training at all times with accepted industry standards about what can be done safely.  We are sorry this caused frustration for the family, which was never our intent.  <br>We are committed to very high standards of care; all complaints raised by customers are always fully and formally investigated. If the quality of our care is judged to have fallen below our usual exacting standards, a robust process is followed with the staff involved and our regulator informed.  We are sorry to see this disappointment with the result of our investigation and will review this matter to capture any learnings for the future.