Waterways Ombudsman releases report

The Waterways Ombudsman has released his report for 2018/19 Photo: Waterway Ombudsman The Waterways Ombudsman has released his report for 2018/19 Photo: Waterway Ombudsman
Industry Database

The Waterways Ombudsman and the Waterways Ombudsman Committee have issued their annual reports for 2018/19.

The Waterways Ombudsman scheme, overseen by the Waterways Ombudsman Committee, deals with complaints about the Canal & River Trust.

Complainants can approach the ombudsman if they feel their complaint has not been satisfactorily resolved by the trust’s own process.

During the year the ombudsman received 43 enquiries about the trust, up from last year’s 35.

Investigations

Fifteen new investigations were opened, one more than during 2018 and the number of completed investigations was 13.

Of the 13 investigations completed, one was upheld in part, while in a further two cases the Ombudsman achieved a mediated settlement which was agreed by both parties in each case.

A goodwill award was proposed in the case which was partly upheld, which the complaint accepted.

The majority of complaints were about boating issues, with one relating to the Trust's licensing review and consultation.

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