"transfer from NICU to childrens ward with no..."

My grand daughter was born at 29 weeks gestation and has spent the last 11 weeks in NICU getting 100% care that no-one can fault. The staff in NICU were amazing, very supportive, caring and helpful. I am so worried about her care now, she has problems feeding as she has a cleft palette and struggles swallowing as milk goes up the hole in the roof of her mouth and into her nose, wind pipe and air ways, the same happens if she is sick so everything has to be sterile and she needs to be monitored after feeds, she had her feeding tubes removed 3 days ago but is slow feeding, tonight when my son and his wife arrived in NICU (with no warning or explanation) they were told their baby was no longer there and had been moved to a children's ward, thinking great this is a step nearer to coming home, what they walked into was a disgrace. they got told by a nurse sat at her desk she's only been moved out of NICU because they have no space! walking past 8 other babies to find her laying in sick and with it coming out her nose, her moniter not plugged in, No blankets on , her head resting against the rails of her old chipped metal cot, her feeding tube back in her nose!( because it's easier to feed her that way in the ward). the nurse sat at her desk hadn't even noticed she had been sick and her heart monitoring mat hadn't been plugged in, My daughter in law is staying there tonight as she feels the care being given is so bad (but no bed for her,just a put you up) and she's had to take a flask for drinks, my son is taking over tomorrow, you don't even have to wash your hands before going in the ward so not only are they worried about her care they are now worried about her picking up infections as she has come from being in a sterile enviroment with 100% devotion and care to this shambles, I don't know who to complain to but I am sure such a small delicate baby should be getting better care than this