I am really sorry you have felt the need to publish such a damming review without first giving us the opportunity to sit down and have a conversation.<br>Our terms and conditions, complaints procedure are all set out in the brochure you received when instructing us to provide care for the client.<br>All reported concerns or issues are acted on and in this case, only one concern has been raised with us of which was dealt with, the staff member of which you highly regard.<br>It is our policy as discussed to cease visits while a client has COVID due to other vulnerable clients being seen. Risk assessment carried out and discussed states that in the absence of care provision the client would be well cared for by family.<br>The client has capacity and to date has been very happy and satisfied with the care provision provided.<br>Please contact us if you wish to discuss the matter further.<br>Many thanks