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Hi Katie,
I am reaching out to you regarding a distressing matter involving my mother’s experience at Manor Grange Care Home in Edinburgh in January 2022. Unfortunately, Care Concern Group, the company that operates the home, still owes her £12,000 in overpaid fees. As the executor of my mother’s will, it took me until last December to convince Care Concern to acknowledge the amount that needed to be reimbursed.
Since then, the process has been consistently delayed. They have requested additional paperwork, claimed that it required approval from their director, and even alleged that they had lost the paperwork and needed to start over. Just before Easter, they contacted me to verify the correct bank account details for the refund. I was assured that the money would arrive on Good Friday. However, it has been over a month, and I have yet to receive the payment.
KD, via email
Dear Reader,
By retaining your late mother’s funds for almost 18 months, Care Concern Group, the care home provider, has subjected you to unnecessary stress during one of the most challenging periods of your life. While you are still grieving for your mother, you should not have had to tirelessly pursue the £12,000 that rightfully belongs to her.
It appears that you are not the only family member who has had to fight for a refund. Local news reports highlight similar stories where relatives had to wait for months to receive their money back. Additionally, an online review written by a relative of a resident expressed “disgust” at the excessive delay in refunding overpaid fees.
It is evident that these reactions are justified and, quite frankly, the behavior of the Care Concern Group is inexcusable. Following my intervention, the £12,000 was promptly deposited into your bank account, and a sincere apology was issued.
A spokesperson for Manor Grange Care Home stated: “We take our financial responsibilities seriously, which includes providing refunds in a timely manner. Unfortunately, there has been an unexpected delay in issuing the refund in this particular case, and we sincerely apologize for it. We can confirm that the funds have now been released.”
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