"Lost irreplaceable photographs after my…"

I am deeply disappointed with Darnall Grange managers. They have lost irreplaceable photographs since by grandmother has died. The customer service received from the managers at the care home was shocking. They lied and said that my auntie had picked them up. The manager admitted she didn’t know the policies of the care home despite having worked there six weeks. I have since been speaking to a director, who is polite and has showed respect, unlike the manager. However, they still haven’t been able to retrieve the photographs.