My mum had a new door installed by Safestyle in August. She is elderly and has dementia. I explained to the original saleswoman that she wanted the door to look as similar as possible to the old door and that she would not cope at all well with a handle that needed to be yanked up in order to the lock the door. The saleswoman assured me the handle would not be like this and would be easy to use. She also recommended what she described as a 'low threshold' which she said would make the doorway flat at the bottom with no lip that could be tripped over. This sounded great so we decided to go ahead with this. A surveyor then came round to take the measurements on a day when I was not there. He persuaded my mum that the door would look better if she changed round the colours of the door / frame. He failed to tell her this would increase the price. Also, my mum really wanted the door to look as close as possible to the old door. When I realised what had happened I rang to ask to go back to the original plan and asked to have this confirmed in writing. Nevertheless, they still brought the wrong door. When they returned with the right door they came at very short notice and I was not able to be there - a sibling who was visiting from New Zealand who is not so used to advocating for my mum was there on the day. She was surprised to find that the handle was one you had to yank up when we were specifically told it would not be like this. She queried this but was told that all their handles operated like this. This is not what the original saleswoman had told us. It was only after they had left that my sister also realised the door was not flat at the bottom as had been described to us - not only was there still a lip that could be tripped over, but there was a step that jutted out that was not safe to tread on but that mum could easily catch her foot on and trip over. Rather than being more safe, the door was less safe than it had been. Also, they had taken off a grab rail which my mum needs for her safety and had not put it back on. As soon as I realised what had happened I contacted Safestyle. The only thing they managed to do was come back to replace the grab rail. They said what they had done was a low threshold and matched what was on the paperwork. However, I have looked up what a low threshold is and it is nothing like what they have done. It is also nothing like what was described to me by the original saleswoman. I have already seen my mum nearly catch her foot on the jutting out step. Also, the handle is confusing for her and very stiff and difficult to operate. I have been called up by her because she has come home and not been able to lock her door, and on another occasion she struggled for ten minutes before managing to get back into the house. She is now scared to use the door at all when she is on her own. I explained all this to Safestyle, saying it was urgent and asking for them to come and have a look. I was told someone would contact me but nobody did. On the 20th September I emailed with a formal complaint. I received an automatic reply saying they aimed to respond within a week. I never got a response. I rang to follow it up every week and was always told someone would call me back but nobody ever did. Eventually, I was told by customer services that the local branch would come and re-survey it and that I would be contacted within six or seven days. When this did not happen I called again - by this time I was extremely upset. I was told I would be called the next day. When this did not happen I called again, stressing again that it was urgent and that my mum couldn't use that door. This time I was told that, while it had been agreed it would be re-surveyed, they could not give me a time frame. Another week has gone by and I still haven't heard anything. As I cannot leave my mum with a door she is scared to use I am now having to pay another company to come and sort it out. I would urge others not to use this company. I never normally write reviews but felt compelled to do one on this occasion. I would not even wish Safestyle on my worst enemy. It has been a hugely disappointing and upsetting experience.