Thank you for your review.  I take all feedback seriously and I am very sorry you feel this way. Please accept my sincere condolences for the death of your Grandma. I did send flowers to your Mum at the time and spoke with her to express my sympathy.  I realise this must be a very distressing time for you , especially when trying to manage your Grandmas affairs. Thank you for your comments regarding most of the carers, and I will ensure I identify any training needed. I have seen the email from Accounts, and I believe they were genuinely trying to help you understand how Local Authority contributions are calculated. I am sorry if this appeared to lack the service you were expecting, it was certainly not intentional. Again I can only apologise for any upset caused. I would more than happy to discuss this with you privately should you so wish.