Cafcass wrongly told a man with dyslexia that he could not have anyone with him at interview, did not check information before putting it in a report and did not recognise or apologise for its mistakes.
What happened
Cafcass did not interview Mr S before writing a report to the court. It also put information in its report without any evidence to show that it had asked Mr S or his daughter about it. Cafcass failed to recognise its mistakes, which forced Mr S to complain to us.
What we found
Cafcass made three mistakes: it failed to realise that Mr S's father could have been at his interview; it put information in its report about Mr S's parents sharing his daughter's care without consulting him or his daughter and without making sure that this information was correct; and it failed to recognise or apologise for its mistakes throughout the complaints process.
Cafcass's mistakes made Mr S feel unfairly treated and that he had not been given a reasonable opportunity to put his point across.
The mistakes also caused Mr S frustration by failing to resolve matters through the complaints process.
Putting it right
Cafcass apologised to Mr S and paid him £750. It also wrote to the court so that our findings are on record; took steps to make sure its staff know that people are allowed to have someone with them at interview; and took steps to make sure it handles complaints in line with its own processes and that complainants with a genuine grievance are not labelled as 'vexatious'.
Children and Family Court Advisory and Support Service (Cafcass)
UK
Did not involve complainant adequately in the process
Apology
Compensation for non-financial loss
Recommendation to change policy or procedure
Taking steps to put things right