‘The final indignity’ – Families battle to claw back care home cash

The Final Indignity: Families Fight for Lost Care Home Funds

After months of effort, some families are still grappling with the challenge of retrieving thousands of pounds from a care home operator, according to recent reports. Ten families of former residents claim Morar Care Group withheld deposits amounting to as much as £19,000, which were paid when moving into their facilities. These payments, referred to by the home as “initial fees,” were meant to cover upfront costs for self-funded individuals who pay for their own care due to personal savings.

Amidst the financial disputes, the care home operator has denied the allegations, calling them “incorrect and misleading.” Families who participated in the BBC’s undercover investigation faced threats of legal action for sharing their experiences. Lawyers representing Morar Care Group warned that the claims could “cause serious harm” if aired publicly. The care home, which is part of Simply UK, was previously under special measures following an improvement notice from the Care Inspectorate. It later rebranded as Morar Highland and received an “adequate” rating.

A Struggle for Justice

Victoria Hogg, whose husband Keith died in June 2023, recounted her ordeal with Morar’s Musselburgh facility, Harbour House. “I paid £24,000 before Keith entered the nursing home—£16,000 as a deposit and one month’s fees in advance,” she said. The sum felt overwhelming, especially after Keith’s health rapidly declined. His estate was owed nearly £19,000, but the process of reclaiming it dragged on for over a year. “We had back-and-forth communication with no progress,” Victoria explained. “I finally got angry because they seemed to be keeping us waiting.”

“It’s a significant amount of money, and it’s not their money,” Victoria added. “I would never recommend anyone to deal with Morar again.”

Similarly, Jacqueline Banks, a retired nurse, raised concerns about her aunt Caitriona MacMillan’s care at Morar’s Oakeshott House in Stirling. She reported that her aunt received inadequate pain relief during her final days. “She was often found distressed when we visited,” Jacqueline said. The Care Inspectorate supported eight complaints, including issues related to pain management. After Caitriona’s death in August 2023, Jacqueline used a debt collector to recover £9,600. “It was hard to find someone accountable,” she noted. “I considered legal action, but the solicitor suggested a debt collector instead.”

Both families faced delays in resolving their financial disputes, with Victoria’s case finally settled in January 2025. Despite the resolution, she remains unsatisfied, stating, “Nothing about grieving your partner’s death is nice, but you shouldn’t add more stress.” Other families echoed similar frustrations, highlighting concerns about care standards and financial transparency during a time of vulnerability.