This page explains the Ombudsman's process and service standards.

You can find a document here which explains how complaints are handled. It explains how the Ombudsman considers complaints, something about the process, as well as timescales and, where appropriate, the sort of remedies she can require.

To see our standards and policies please click on the appropriate link from the following list;

Waterways Ombudsman Service Standards here 

Timescales and Key Performance Indicators here

Remedy Implementation Policy here

Behaviour Policy here

Information Management and Data Protection Policy here

You can find a copy of the Rules of the Waterways Ombudsman Scheme here.

The flowchart below shows what happens when the Ombudsman receives an
enquiry.