"Let down recently"

I felt very let down by Crimson Hill Support services limited recently. They did not give my mum her allocated hours when she became unwell. They refused to explain why. The director and manager would not explain why they had let her down, and that they were awaiting a meeting before continuing her care even though they were still contracted the hours. The last 10 weeks have been a massive struggle with no end in sight and no explanations from the director or managers. We gave up calling and asking as they just wouldn't respond. After the meeting they were supposed to answer our questions and start support but theh wouldn't communicate or give answers. Their lack of communication and lack of care made our mum even more unwell. We now find it hard to trust them, as there was no reason why they did this to us. We feel they should listen more  and take on board what worries family have and what worries care support workers have as they are the ones who support most.