How to Complain
Here is a simplified step-by-step guide on how to escalate your concerns.
Talk to the Manager (Informal)
Before launching a formal complaint, you are often advised to contact the Service Manager responsible for your case. This is usually the quickest way to fix simple errors (like a wrong name or date).
Tip: Keep your email brief, factual, and polite. Ask for a specific correction.
Formal Complaint (Stage 1)
If the informal chat doesn't resolve it, submit a formal complaint via the Cafcass website. They typically have 15 working days to respond to you.
Escalation (Stage 2)
If you are unhappy with the Stage 1 response, you can ask for a review. This must be done quickly (usually within 15 days of receiving their first response). A senior manager will review how your complaint was handled.
The Ombudsman (PHSO)
If you have exhausted the internal Cafcass process and are still unsatisfied, you can refer your case to the Parliamentary and Health Service Ombudsman (PHSO). Note: You usually need your local MP to refer you to the Ombudsman.
⚠️ Important Reality Check
A complaint cannot change your Court Order.
Complaints deal with service failure (e.g., rudeness, delays, lost data). If you disagree with the Cafcass officer's opinion or recommendations to the court, you must challenge this in court, not via the complaints department.