Contact us

Please do get in touch with us

In this section, you can find information on how to contact us, whether you want to provide feedback on our services or to ask us a question. If you have an enquiry, please use the contact form on this page or call or message us on the numbers shown below.

How to share your feedback on our services

We always welcome constructive feedback on our services. So, if you want to tell us about something we did well or something we did not do well, please get in touch. Hearing your feedback helps us improve our services for children and families in the future.

Children and young people can provide feedback by calling our dedicated Hear to Listen phone service on: 0808 175 3333. Lines for this service are open from: 9am – 5pm on Monday to Thursday and 9am – 4:30pm on Friday. Alternatively, please use our Feedback form for Children and return it by post to: Cafcass, PO Box 5076, Slough, SR1 ORX.
Parents, carers and family members can provide feedback to us by completing the contact form on this webpage – please select either Compliments, Complaints or General Feedback. Alternatively, please use our Feedback form for Adults and return it by post to: Cafcass, PO Box 5076, Slough, SR1 0RX.
Professionals or other adults involved with a child wishing to provide feedback can do so by completing the contact form on this webpage – please select either Compliments, Complaints or General Feedback. Alternatively, please use our Feedback form for Significant others and return it by post to: Cafcass, PO Box 5076, Slough, SR1 0RX.

To read more about our approach to obtaining and dealing with feedback, please read the following feedback strategy overview:

Our ambition and commitment is to listen, learn, and then improve our work with children and families.

We are committed to learning and changing in response to the experiences of, and feedback from, children and families. We believe that unless we prioritise the importance of learning from how others experience us – and in particular, children - we will find it harder to change and to improve.

Our strategy and our associated national improvement plan set out our clear ambition in relation to learning from feedback, so that we can demonstrate the use of children’s and family feedback in how we improve and change our practice.

Our practice framework, Together with children and families, prioritises the importance of making meaningful relationships. We want to establish trust in our work and show a strong commitment to making sure that we listen respectfully. We also want to share our thinking with families and with children about what we have understood their experiences, wishes and feelings to be.

Our Together framework emphasises the importance of explaining how our recommendations to the family court promote the safety and best interests of all children in family court proceedings. Together commits us to understand what life is like for the children with whom we work and to ask them what we did well and what we could have done differently.

There are four key areas of work that underpin our Feedback Strategy:

We routinely seek feedback from children and families: we do this by encouraging them to complete our standard feedback forms for children, adults and professionals which are available on this webpage. We also use introductory letters when we first meet children to let them know that we would value their feedback throughout our work with them, right through until we send our goodbye letters. Everyone has the opportunity to provide feedback. We are committed to seeking feedback, listening to it, thinking about what it means and acting on it to drive our improvement work.
Conversations with children and families as part of our audit process: we have conversations with children, families and other professionals when we audit our work as part of our quality assurance process. This is to increase our understanding of how children and families have experienced us. It enables us to hear directly about the quality of our work and the difference it is making, as well as to identify where our work needs to improve.
Direct feedback from children and young people: we hear feedback from children and young people through channels such as an app used by our Family Court Advisers called ‘How it looks to me’, and our freephone feedback line, Hear to Listen. This enables a child to share their experiences at the end of family court proceedings. We also use complaints from adults and children as a form of obtaining feedback and learning for the future.
Listen and Learn conversations: we hold in-depth conversations with children and families. Where necessary, we use a restorative approach, which is a way that encourages open and honest feedback designed to help us, where we can, put right something that we did not do well enough.

General enquires

If you have a question or query that you need to be addressed, please use the form below.

If you would like to raise a concern with Cafcass, please download and fill out the Raising a concern with Cafcass form and attach it via the contact form.

Please fill out the contact form below or contact the Cafcass call centre on: 0300 456 4000.

Please note that any information shared via this contact form is processed by and will be held in a secure system by Numiko Limited, a third party vendor. This information will be securely held for a maximum of 24 hours. To find out more, please read our privacy notice.

What would you like to talk to us about?

To speak to someone about your case with Cafcass you can:

phone 0300 456 4000 – the Cafcass call centre is open 09.00 to 17.00 Monday to Thursday and 09.00 to 16.30 Friday (excluding bank holidays)
fill out the form below

Information about available roles, what it’s like to work for Cafcass, current vacancies and the recruitment process is available on our careers page.

If the information you’re seeking is not already available, or you have a question about a role or the application process, please contact our recruitment team using the form below.

Cafcass publishes a lot of information about the work we do which is already available. Please see this in our publication scheme, and our freedom of information disclosure logs, showing our previous responses to freedom of information requests. You may find that the information you want is already available.

If the information you would like to see is not already published, you can make a Freedom of Information (FOI) request for this. You have the right to:

be informed whether Cafcass holds the information (unless an exemption applies).
If that is the case, to have that information communicated to you within 20 working days

A request can be made using the details below, giving your name, email address, the information you would like to access and the method of access (hardcopy or email) via:

completing the form below
post: FOI administrator, Cafcass national office, 3rd floor, 21 Bloomsbury Street, London WC1B 3HF

If the information you are requesting is information about yourself or others i.e. personal information, then this information cannot be provided under the Freedom of Information Act. You can request a copy of your personal information by making a Subject Access Request . For more information about Freedom of Information requests, such as what exemptions may apply and what do if you are unhappy with the way your request was handled, please see our Freedom of Information website page.

You have a right of access to personal data about yourself under the General Data Protection Regulation, although certain exemptions apply. You are entitled to be informed of whether any personal data concerning yourself is being held by Cafcass and, if so:

to be given a description of the data
to be told for what purposes the data is used
to be told of the recipients or groups of recipients to whom the data is or may be shared.

To see how Cafcass handles your personal information, please see our privacy notice.

A Subject Access Request (SAR) must be dealt with within 30 calendar days of receipt of the request together with the necessary documentation. A SAR can be made via:

completing the form below
post: Customer Services Team – SAR, Cafcass, National Business Centre, Milburn Hill Road, University of Warwick Science Park, Coventry CV4 7JJ
by telephone or in person (any request made verbally will be passed to the Customer Service Team)

For more information please see our Subject Access Request website page. To make a subject access request, please:

tell us what information would you like to access?
tell us if you would like to access information about your children?

Information about children may be released to a person with parental responsibility. However, the best interests of the child will always be considered. Please note that when a child is considered by Cafcass to be mature enough to understand their own right to see their personal information, a parent will not be able to request the information on the child’s behalf. Cafcass will notify the parent that we will only respond to the request if the child makes it themselves.

attach proof of ID
attach proof of residence

Please be aware that we are experiencing some delays in responding to complaints. This is temporary. If this affects your complaint we will let you know and tell you when we are expecting to respond.

Although we try hard to provide high quality services to children and their families, we know that sometimes you might be unhappy with the way we have worked with you.

Information about our complaints process is available on our concerns and complaints website page. If you are a young person, please read our page for you.

If you disagree with our recommendations in a court report, or the professional assessment set out in the report, please raise your concerns in court where they can be explored. These types of concerns can only be addressed within court and not as part of our complaints process.

We encourage service users to raise their concerns while we are still involved in the case so that, wherever possible, concerns are drawn to the attention of the court before proceedings conclude. Complaints raised more than six months after our involvement in the case has ended will only be accepted where exceptional circumstances have prevented you raising your complaint within this timescale.

You can contact us to raise concerns in the following ways:

by completing the form below
by post to Cafcass Post, PO BOX 5076, Slough, SL1 0RX

Please tell us if Cafcass is currently involved in your case, or if we have been involved within the last six months? If we haven’t been involved in your case within the last six months, what has prevented you raising your complaint earlier?

If you would like to let us know about what we have done well, you can let your Cafcass worker or the manager at your local office know, or you can:

complete the form below
write to: Customer Service Team – Compliment, Cafcass, National Business Centre, Milburn Hill Road, University of Warwick Science Park, Coventry CV4 7JJ

We welcome feedback about our work with children and their families, and wider feedback about the family justice system.

If you have a case with us and wish to let us know about a complaint or compliment, please see the relevant options from the drop down menu above.

If you have identified a problem with our website or would like to suggest an improvement, please let us know. It is helpful if you can attach a screenshot of the issue or page.

Please use this option if you are contacting us to provide missing contact information for yourself, or to confirm your personal details.

If you do not have a case with Cafcass, we are unable to provide you with advice. Please see our website here for helpful sources of information.

If any of your personal or contact details change, such as your address, please let us know as soon as possible so that we can update your records promptly.

If you do not have a case with Cafcass, we are unable to provide you with advice on your situation.

If you have a question about you or your ex-partner spending time with your child after separation, please see the Ministry of Justice website for information on mediation and court processes.

If your question is about enforcing or changing an existing child arrangements order, you may wish to seek legal advice on the options available to you. Please see this Cafcass factsheet for information on organisations that can help.

We also have a resource page for parents and carers with links to other helpful sources of information.

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Cafcass or court reference number. Your Cafcass case reference number is six or seven digits long. The court reference number is longer, starting with letters. Please make sure to provide a reference number as this helps us to respond to your query.

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We do not operate an out of hours emergency helpline or service. If you have concerns about the safety and wellbeing of a child, please contact your local authority or the police.

Please note that we cannot give legal advice, information about specific cases to non-parties, or advice on your personal circumstances.

Other ways to contact us:

Call our call centre on: 0300 456 4000.
Text us on: 07488 881 600.
Message us via WhatsApp.
Write to us: Cafcass. PO Box 5076, Slough, SL1 0RX.
Please send court orders, police checks and local authority checks to: Cafcass, PO Box 4852, Slough, SL1 0DQ.
Cafcass has one DX address for the central receipt of court orders, returns from police checks, and returns from local authority checks. This address is: DX 42260.
Children and young people can call our freephone Hear to Listen number to give us feedback on 0808 175 3333.
If you have a question, give our Virtual Assistant Chatbot a try. It is kept up to date with the answers to questions that are regularly asked. If there is anything it cannot answer, or if we need more information, it will connect you to one of our agents between 9 am – 5 pm, Monday to Thursday or 9 am – 4:30 pm on Fridays (excluding bank holidays).

Request a callback

WhatsApp service

If you are aged 16 or over, you can contact us securely via WhatsApp and our call centre team will help you with any questions you may have. It will connect you to one of our agents between 9 am – 5 pm, Monday to Thursday or 9am – 4.30 pm on Fridays (excluding bank holidays).

Additional resources

For more information and additional resources, please select one of the following links:

To find your local Cafcass office, please click here.