Ms A complained that Cafcass Cymru (“Cafcass”) failed to provide her with appropriate support, to include access to a British Sign Language interpreter. Cafcass informed the Ombudsman that Ms A’s complaint was out of time, and it was therefore unlikely it could investigate her concerns.
The Ombudsman said that Ms A had faced communication barriers and obstacles caused by the pandemic, when trying to access appropriate timely support to raise her concerns.
The Ombudsman sought and gained Cafcass’ agreement to exercise discretion under its Complaints Policy to accept and consider Ms A’s complaint, and to discuss her needs throughout the complaints process, in relation to reasonable adjustments and access to a British Sign Language interpreter.