Freedom of information requests show that at least 25 families across four different council areas logged concerns about financial issues with Morar homes in the past three years.
They complained about deposits not being returned and confusing invoices.
In a letter to the Scottish government, one council described Morar’s refund policy as “unnecessarily complicated” and added: “Our chief social work officer is particularly concerned for residents who lack capacity and do not have family members to manage this on their behalf.”
Morar’s contract with residents says any funds it holds will be returned if they move or pass away, but it does not say when it will be returned.
Guidance from the Competition and Markets Authority, the UK government business regulator, says deposits should be paid back within 28 days.
Jim Pearson, deputy chief executive at Alzheimer Scotland, described year-long delays as “appalling”.
He said: “There is no reasonable excuse why that can’t be done in a reasonable timeframe.
“I would suggest a reasonable timeframe would be a matter of weeks, maybe a month at the most.”
The operator said “We act decisively where issues were identified, and continue to strengthen care, leadership and oversight.”