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Your Letters Response to letter 'British Waterways' in April 05 Boating Business
01 May 2005
BW has an established complaints procedure which is widely publicised, both in printed form and at www.britishwaterways.co.uk/accountability. It has already been used effectively to address grievances like this and, where a resolution is not reached between BW and the complainant, the Waterways Ombudsman provides an independent source of redress.
Trade bodies such as the BMF and APCO are fully aware of its existence, and we would hope they actively encourage their members to seek redress by first contacting BW and making a formal complaint.
I invite your letter writer, and anyone else who feels aggrieved by BW's actions, to contact us directly and give us the chance to set things right in the first place.
We are absolutely committed to working with the trade to create a vibrant and active network and, by considering complaints we are not only able to make amends where we've got things wrong, but also to learn valuable lessons for the future.
Yours sincerely, Eugene Baston Customer Relations Manager British Waterways
