Families have voiced their deep dissatisfaction after spending months, and in some cases over a year, battling to recover thousands of pounds owed by a care home operator. Families of ten former residents reported that the Morar Care Group withheld amounts reaching £19,000, which were paid as deposits upon moving into the care homes.
Some families were forced to hire lawyers and debt collectors, even filing lawsuits against the operator, which was the subject of a secret investigation by the BBC last year. The group described the allegations regarding contracts and fees as "false and misleading."
Details of the Incident
Families who contacted the BBC spoke about the legal threats they received from the care provider due to their participation in a program titled "Revealed: Profiting from Care." Lawyers representing the care homes sent them letters warning that the claims were "extremely serious" and could cause "significant harm" to the client if aired.
The Morar Group, which is followed by Simply UK, operates Castle Hill in Inverness, where BBC investigations uncovered poor care standards last year. An improvement notice was issued by the Care Inspectorate, and special measures were implemented. Since then, the home's name has been changed to Morar Highland, and it is now rated as "adequate" by the inspectorate.
Background & Context
Following the undercover investigation, the BBC received communications from dozens of families with claims against Morar, including new complaints regarding financial issues for self-funding residents. Issues were raised about recovering thousands of pounds as deposits, which the home refers to as "initial fees."
Self-funding residents must pay most of their care costs based on the amount of savings they have, rather than having them covered by local authorities. There are approximately 11,500 individuals in Scotland in this situation.
Impact & Consequences
Victoria Hogg, whose husband Keith moved to Morar in Musselburgh, shared her painful experience. She paid £24,000 before Keith entered the care home, including £16,000 as a deposit and one month of fees in advance. After Keith's death in June 2023, the home owed him nearly £19,000.
Victoria reported that she struggled to communicate with the home, as her messages went unanswered. After a year and a half following Keith's death, she reached out to The Times, and weeks later, the funds were recovered in January 2025. However, she did not receive an apology.
Regional Significance
This issue highlights the healthcare and financial challenges faced by families worldwide, including in Arab countries. Many families struggle to secure their financial rights, raising questions about how consumer rights are protected in the care sector.
Arab countries need to strengthen laws that protect consumer rights in the care sector and ensure effective mechanisms for recovering funds in similar cases.