Busybees - no no no definitely you are not asking too much. We feel for you as we have been in the same boat. It is so frustrating. You pay them good money. Our procedures are exactly the same as yours including a folder with everything in - (what more can you do). I think we need a register of bad relief managers as this is happening more & more often. We are also due to take a break but of course holding us back is securing capable relief managers - so we don't get to take that break that we really need to replenish us. Somehow we would like the names of these relief managers ?