Mr B complained because he was unhappy that Cafcass Cymru (“the Body”) had failed to implement reasonable adjustments for him. He was also unhappy with the way in which the Body dealt with his complaint.
The Ombudsman noted that Mr B had submitted requests for reasonable adjustments in December 2025, but these were not acknowledged resulting in Mr B being contacted without prior notification. Following the submission of Mr B’s complaint in January 2026, the Body informed him that reasonable adjustments were being put in place.
The Ombudsman was satisfied that action had been taken. However, Mr B responded to the Body with further concerns. The Ombudsman was concerned that the Body’s further response in February 2026 did not address all of the matters raised. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Body’s agreement to, within 1 month, apologise to Mr B for not providing him with a full response to his concerns raised in February 2026 and to provide an updated response.