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

The Final Indignity: Families Clash with Care Home Operator Over Unclaimed Funds

Financial Disputes Emerge After Years of Struggle

Relatives of former care home residents have shared their exasperation after enduring months, or even over a year, to reclaim thousands in deposits withheld by Morar Care Group. These families allege the operator kept up to £19,000 in unpaid fees, which were initially paid as advance payments upon moving into their facilities. Legal action became necessary for some, with one family resorting to hiring attorneys and debt collectors to push for resolution.

“I paid £24,000 before Keith entered the nursing home — £16,000 as the deposit and one months’ fees in advance,” said Victoria Hogg. “It was a phenomenal amount of money.”

The care provider, Morar, faced scrutiny during an undercover BBC investigation last year. The operator disputed claims about contracts and financial practices, calling them “incorrect and misleading.” Legal threats were issued to families who participated in the BBC’s probe, with letters from Morar’s representatives warning of potential harm to their reputation.

Undercover Investigation Sparks Legal and Financial Concerns

Operating Castlehill in Inverness, Morar was placed under special measures by the Care Inspectorate following the investigation. The home later rebranded as Morar Highland and now holds an “adequate” rating. Despite this, families continued to report issues, including financial grievances tied to deposits they called “initial fees.”

Self-funded residents, who cover their own care costs due to personal savings, face particular challenges. Approximately 11,500 individuals in Scotland fall into this category. For Victoria Hogg, the struggle began after her husband Keith, diagnosed with rapid-onset Alzheimer’s at 64, moved into Musselburgh’s Harbour House in 2021. His estate was owed nearly £19,000, but payments stalled for over a year.

Victoria described the process as frustrating and exhausting. “We had a period of going backwards and forwards, and nothing happening,” she explained. “It was difficult. I just wanted to close this down and I couldn’t.” Her solicitor attempted to secure documents, but requests went unanswered. Eventually, Victoria turned to The Times, which prompted the repayment of the debt in January 2025. Still, she received no apology and expressed reluctance to recommend Morar for future care.

Complaints Highlight Care and Financial Shortcomings

Other families echoed similar concerns, citing both financial and care-related problems. Retired nurse Jacqueline Banks raised issues 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,” she stated. “She was often found distressed when we went in to visit.”

The Care Inspectorate confirmed eight complaints against Caitriona’s care, including two related to pain management. After her death in August 2023, Jacqueline enlisted a debt collector to recover £9,600. “It was very, very difficult to pinpoint anybody who would take responsibility for this money,” she said. “I thought about litigation, but the solicitor suggested a debt collector.” The strategy succeeded, with the funds repaid nearly a year later.

“Families are being exploited at their most vulnerable time,” said Jacqueline. “What concerns me is, there must be elderly people in these homes who don’t have families to fight their case.”