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Complaints Not Registered
Sally Ann Cooke made this Freedom of Information request to Children and Family Court Advisory Support Service
The request was successful.
From: Sally Ann Cooke
7 April 2009
Dear Sir or Madam,
Please could you advise, for the last 3 years:
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 registered 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
From: Jassal, Jasvinder
Children and Family Court Advisory Support Service
8 April 2009
Dear Ms Cooke
Please find attached an acknowledgement letter for your FOI request.
best wishes
Miss Jassal
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From: Jassal, Jasvinder
Children and Family Court Advisory Support Service
6 May 2009
Dear Ms Cooke
Please find attached a reply to your request.
Best wishes
Miss Jassal
show quoted sections
From: Sally Ann Cooke
8 May 2009
Dear Jassal Jasvinder,
Thank you for this reply:
1.Total number of complaints made to CAFCASS (whether accepted or
not by CAFCASS into
their complaints system). For 2007/08, 709.
2. Total number of complaints accepted and registered by CAFCASS.
388.
3. Total number of complaints received but not registered by
CAFCASS. 321.
4. I would like to know how many complaints are "refused" to be
registered by CAFCASS.
As above - Question 3.
Further to your reply, please could you clarify how they are based:
1. Thank you for the 2007/2008 figures.
What months are you using to publish and calculate these figures,
eg Apr to Mar each year perhaps?
I am presuming the figures are not Jan to Dec or these would be
2008 figures.
2. Are figures for 2008/2009 available? If not, when would they be.
3. Can I please have the figures for 2006/2007. The FOI was for the
past 3 years rather than 2007 figures.
4. If 2008/2009 are not available, could you provide 2005/2006 as
the 3 year range requested.
Thank you for your patience, but I would like to thoroughly
understand the time frames quoted and how the figures were
compiled.
Yours sincerely,
Sally Ann Cooke
Sally Ann Cooke left an annotation (17 May 2009)
Awaiting clarification from CAFCASS as to the dates used to compile the FOI figures.
At the moment the figures have no corresponding time frames and exist without a start or end month.
From: Jassal, Jasvinder
Children and Family Court Advisory Support Service
28 May 2009
Thank you for your e-mail - I will respond shortly with your answers
Miss Jassal
show quoted sections
From: Jassal, Jasvinder
Children and Family Court Advisory Support Service
28 May 2009
Dear Miss Cooke
Please see below the answer to your questions.
1. Thank you for the 2007/2008 figures. What months are you using
to publish and calculate these figures, eg Apr to Mar each year
perhaps? I am presuming the figures are not Jan to Dec or these
would be 2008 figures.
These are April to March figures.
2. Are figures for 2008/2009 available? If not, when would they be.
These are not yet available and will be published in the 2008/09 Annual
Report and Accounts later this year. Please note the policy for Complaints
and how they are recorded changed in thsi year. You will be able to view
the policy at
[1]http://www.cafcass.gov.uk/publications/l...
3. Can I please have the figures for 2006/2007. The FOI was for the
past 3 years rather than 2007 figures.
4. If 2008/2009 are not available, could you provide 2005/2006 as
the 3 year range requested.
Please see below which can be found in the annual reports on the Cafcass
website in the annual report and accounts.
1.Total number of complaints made to CAFCASS (whether accepted or not by
CAFCASS into their complaints system). For 2006/07, 640
2. Total number of complaints accepted and registered by CAFCASS. 194
3. Total number of complaints received but not registered by CAFCASS. 354
4. I would like to know how many complaints are "refused" to be registered
by CAFCASS.
As above - Question 3.
1.Total number of complaints made to CAFCASS (whether accepted or not by
CAFCASS into their complaints system). For 2005/06, 474
2. Total number of complaints accepted and registered by CAFCASS. 259
3. Total number of complaints received but not registered by CAFCASS. 215
4. I would like to know how many complaints are "refused" to be registered
by CAFCASS.
As above - Question 3.
Best wishes
Miss Jassal
show quoted sections
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Sally Ann Cooke left an annotation (12 April 2009)
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