As witness to the cash-grabbing nature of these businesses (The great care home cash grab: how private equity turned vulnerable elderly people into human ATMs, 28 March), I would like to draw your attention to a specific practice: that of trying to deny grieving families the balance of fees owed to them when a resident dies in the home with full weeks already paid for.
I had already heard of this from someone else, so I was on the alert when the same thing happened to us. We were told that it was not their “policy to refund” when, policy or not, a careful reading of the contract showed that the money was owed. We appealed, and were successful.
