Natalie Smith’s grandfather Norman Bridger was one of the bodies found at Legacy.
He had been there for 11 months and was 95 when he died, with a funeral held for him before they found out his body was still at the site.
Smith said Bush’s letter was a “tick box exercise to try and make himself look like he’d approached the families”.
She said she reacted with “disbelief” when she received the letter, which contained “no real substance, no emotion, nothing”.
“They’re just words and there was nothing behind them,” she said, adding she would never forgive Bush for what he had done.
Robert Bush’s letter in full:
To everyone who has been affected by my actions.
“I have spent a great deal of time thinking about the events that [sic] wish to say something directly to you.
“I know that many of you entrusted me and my business with the care of someone you loved during one of the most difficult times in your lives.
“I recognise that what happened has caused distress, upset and uncertainty for many families. I am deeply sorry.
“There are no words that can undo what has happened or take away the pain that many of you have experienced. I understand that this has affected not only your confidence in me, but also memories surrounding the loss of those closest to you.
“I accept responsibility for my failures. Looking back, I know that I should have acted differently and much sooner. I regret that I did not do so.
“I do not expect forgiveness, nor do I write this letter in the hope of reducing the seriousness of what has happened.
“I simply wanted you to know that I genuinely regret the consequences of my actions, and the impact they have had on so many people.
“I appreciate that every family’s experience has been different, and I respect that some people may never wish to accept my apology. That is entirely understandable.
“I hope that, in time, each of you can find some peace and remember your loved one for who they were rather than for the circumstances that have followed. I am truly sorry.”
If you have been affected by issues surrounding bereavement, information is available via BBC Action Line, including contact details of organisations that can help.
Listen to highlights from Hull and East Yorkshire on BBC Sounds, watch the latest episode of Look North.
