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<p>The following table sets out the number of complaints received by Cafcass in each
of the last three years:</p><table><tbody><tr><td><p><strong>Financial</strong></p><p><strong>Year</strong></p></td><td><p><strong>Number
of complaints </strong></p></td></tr><tr><td><p>2011-12</p></td><td><p>1,264</p></td></tr><tr><td><p>2012-13</p></td><td><p>1,496</p></td></tr><tr><td><p>2013-14</p></td><td><p>1,596</p></td></tr></tbody></table><p><strong>
</strong></p><p>In 2012 Cafcass simplified their complaints process, reducing the
number of stages involved from three to one and ending the classification of complaints
as ‘upheld’. Figures for the number of upheld complaints during this period do not,
therefore, exist. The focus of the complaints system is now on putting things right
for service users while their case is ongoing so that any necessary remedial action
can be taken.</p><p> </p><p>The rising trend shown by the figures is, in part, a reflection
of the increase in the volume of cases which Cafcass dealt with during this period.
However, the main factors which have contributed to the rising trend are Cafcass’
focus on raising awareness of the complaints process for service users.</p><p> </p>
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