Ms A complained that she was unhappy with how Cafcass Cymru had responded to her concerns about the service provided to her family.
The Ombudsman decided that Cafcass Cymru’s response to the complaint was unclear. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained Cafcass Cymru’s agreement to reconsider the complaint in line with its complaint policy, clearly defining which aspects can/cannot be considered.