CAFCASS not registering Complaints

Sally Ann Cooke made this Freedom of Information request to Office for Standards in Education

The request was partially successful.

From: Sally Ann Cooke

2 May 2009

Dear Sir or Madam,

Under the Freedom of Information Act, how would OFSTED monitor the
following statistics provided by CAFCASS.

1. Total number of complaints made to CAFCASS (whether accepted or
not by CAFCASS into their complaints system).
2. Total number of complaints accepted and registered by CAFCASS.
3. Total number of complaints received but not registered by
CAFCASS.

What concerns me is that many parents are raising complaints, but
that CAFCASS as an organisation are choosing not to register them.
This artificially lowers the complaints seen as "registered" by
OFSTED, and could misled OFSTED.

My case has become an EDM, signed by 35 MP's, but CAFCASS would
still not register my complaint.

My case was raised as a petition to the floor of the House of
Commons, and recorded in Hansard by my MP, but CAFCASS still
refused to register it as a complaint.

I would like to know how many complaints are "refused" to be
registered by CAFCASS, as this could have an impact on OFSTED -
indeed it is critical information for OFSTED.

I feel ALL complaints whether upheld or not should be registered,so
that OFSTED will understand the sheer scale of the public disquiet
over the performance of CAFCASS.

Yours faithfully,

Sally Ann Cooke

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Office for Standards in Education

5 May 2009

Good Morning

Thank you for your e-mail.

In order for your request to be dealt with effectively I have forwarded it
to the Freedom of Information Officer for a response.

A member of this department will reply to your request as soon as
possible.

However should you require any further assistance please do not hesitate
to contact us.

Regards

Julie Foreman

Customer Service Advisor

Ofsted - National Business Unit

TEL: 08456 404040

-------Original Message

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From: Colleen Black
Office for Standards in Education

19 May 2009

Attachment SKMBT C45009051915410.pdf
531K Download View as HTML

Dear Ms Cooke,

Please find a letter from Anne Orton is response to your email of 05 May
2009.

Kind regards,

Colleen Black
PA - Children's Directorate
Anna Lis Deputy Director
David Jones Deputy Director
Anne Orton Divisional Manager

T.0207 421 5702
F.0207 421 6708
[email address]

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Mr A Chadwick left an annotation (31 March 2010)

Dear Sally Ann, I am in the unusual if not unique position of being a father who sucessfully took on Cafcass and the Family Courts and secured my childrens future. I attempted to register a complaint against the initial Cafcass officer as the recommendations in her report would have effectively put my childrens lives at serious risk of harm. I was very lucky in that Christine Gilbert the Chief Inspector of Ofsted very kindly took the time to look over the officers statement. Without going into detail Mrs Gilbert stated the report raised 'serious concerns' I'll leave you to read through the diplomacy. Despite this and lengthy discussions with various Cafcass managers, they still refused to register the complaint!

I have since submitted various FOIA and DPA requests which have all ended up with the Information Commissioners Office and to date have all found in my favour and even found Cafcass in breach of the DPA.

Cafcass was, is and will continue to be a failing agency until they become accountable to their service users.

I wish anyone tackling Cafcass the very best of luck and urge them to stay calm and determined and focussed on the most important thing - your children, because Cafcass don't care.

Best wishes,

Andrew Chadwick

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