Waterways Ombudsman complaints increase

Published: Friday, 12 October 2018

THE Annual Report by the Waterways Ombudsman shows that there as been an increase in complaints concerning Canal & River Trust.

The Waterways Ombudsman Committee has issued its Annual Report for 2017/18 and shows that there has been an increase in complains from 225 to 252.

14 investigations completed

These were entered in the Canal & River Trust’s complaint process but just 14 investigations completed, one was upheld, while in a further four investigations the complaint was either upheld in part, or elements of it were upheld.

Goodwill awards were proposed in three cases, although in one case the complainant did not accept it.
Once again there was a very diverse range of complaints. The majority were about boating issues, including the treatment of boaters without a home mooring.

Gauge view of process rather than outcome

In the second full year of a new customer survey process there continues to be a good response from complainants, with very positive feedback about the Ombudsman’s investigation process. Complainants are asked to complete a survey before a report into their complaint is issued to gauge their view of the process rather than the outcome.

The Waterways Ombudsman scheme deals with complaints about the Canal & River Trust which are referred to the Ombudsman after completion of the Trust’s own complaints process. The Waterways Ombudsman Committee oversees the work of the scheme and remains satisfied with the operation and funding of the scheme.