Feedback and complaints from children and young people

We want your Feedback!

Tell us how we did. We want to hear from you if you thought we helped and supported you or if you want to complain.

Did you understand what was happening during your court proceedings?

Did you feel that you were listened to?

Did we share our thinking and recommendations with you?

What could we have done differently or better? 

We need this information for us to learn and so we can improve the service we provide to other children and young people who may be going through a similar experience to you. 

And we welcome complaints! 

We want to make it as easy as possible for you to complain about us, as well as give you some choice about how you do so.

Our simple factsheet explains the different ways you can make a complaint and what will happen when you do. We will reply to you within one working day to acknowledge your concern and you can expect to hear again about your complaint within ten working days. Please see the factsheet for details of how to send us your complaint. 

How to give us your feedback

To provide feedback about your experience with Cafcass, here is a form for you to use. It has been designed with the young people on the FJYPB.

There are a few different ways that you can either send the feedback form to us or tell us your feedback. Just pick the method below that suits you best.

1.You can telephone our Hear to Listen service: 0330 403 0300.

You can use this telephone line to contact us, during or after your court proceedings to provide feedback. If your court proceedings have not finished yet, we will ask your Family Court Adviser to call you back. Lines for this service are currently open from 9am – 5pm (Monday to Thursday), and 9am – 4:30pm (Fridays), but we will review demand for this service and whether we should make the number available at other times such as evenings and weekends.

2. You can fill in the feedback form above on your phone or computer, save it to your device and then email it to us at [email protected]

3.Or you can print out the form, fill it in and post it to us at: Cafcass PO Box 5076, Slough, SL1 0RX

4. You can speak to your Family Court Adviser or Guardian and give them the feedback you wish to share with us directly.

What happens next?

If you have told us about a concern or something that you feel we could have done better, we will contact you and offer for you to meet with a manager, so you can discuss your concerns or complaint with them directly. The manager will listen and be respectful and can meet you at a time and place that is convenient for you. We want to provide you with a response in writing within 10 working days.

If you have told us that things have gone well or provided us with some ideas on how we can improve things, then we will share this information appropriately within Cafcass to ensure your voice leads to improvements for other children and young people. We will not share it with anyone outside Cafcass. 

 

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