The Final Indignity
Months of relentless effort by families have led to a surge in complaints against a care home operator, Morar Care Group, after they were denied thousands of pounds in deposits. Relatives of 10 past residents claim the company withheld funds, with some owing up to £19,000, which was paid as initial payments upon moving into their facilities. The financial disputes prompted legal interventions, including civil cases, for families who felt their grievances were ignored.
A Cover-Up and Legal Threats
Following an undercover BBC investigation, Morar Care Group faced scrutiny over its care practices. The operator dismissed allegations about contracts and fees as “incorrect and misleading,” even threatening legal action against families who participated in the BBC’s reporting. Letters from their legal representatives warned that the claims could harm the company’s reputation if broadcast.
Financial Struggles and Care Concerns
Morar, owned by Simply UK, operates Castlehill in Inverness, a home that previously received special measures from the Care Inspectorate. Despite these steps, families continue to raise issues about financial practices, including the difficulty of reclaiming deposits labeled as “initial fees.” Self-funding residents, who cover most of their care costs from personal savings, number around 11,500 in Scotland. For some, the financial burden compounds the emotional toll of losing a loved one.
Victoria Hogg’s husband, Keith, moved into Morar’s Musselburgh care home, Harbour House, in 2021 after being diagnosed with rapid-onset Alzheimer’s. She paid £24,000 upfront—£16,000 as a deposit and one month’s fees. “It was a phenomenal amount of money,” she said. Keith’s health deteriorated, and he passed away in June 2023. His estate was owed nearly £19,000, which took over a year to recover. “I got to the point where I finally got angry,” Victoria added. “They were just stringing us along.” After contacting The Times, the funds were repaid in January 2025. Yet, she received no apology. “I wouldn’t recommend Morar to anyone,” she stated.
“Nothing about grieving your partner dying is nice, but you shouldn’t have added complications.”
Retired nurse Jacqueline Banks also highlighted concerns about care standards. She complained to the Care Inspectorate about her aunt Caitriona MacMillan’s treatment at Morar’s Oakeshott House in Stirling. “They didn’t give my aunt adequate pain relief at the end of her life,” Jacqueline said. “She was often found distressed when we visited.” Eight complaints about Caitriona’s care were upheld, including issues with pain management. After her death in August 2023, Jacqueline enlisted a debt collector to reclaim £9,600. “It was very difficult to pinpoint someone responsible,” she explained. “I considered taking them to court, but the solicitor suggested a debt collector instead.” The approach worked, with repayment occurring just months later.
“Families are being exploited at their most vulnerable time. What concerns me is, there must be elderly people in these homes who don’t have families to fight their case.”
The ongoing financial disputes and care standards issues have left families questioning the transparency and fairness of Morar’s operations. Despite the home’s improved rating, the emotional and financial strain remains a lasting mark for those affected.
