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 he can require.
You can find another document here which sets out the standards and policies. It includes information about how the Ombudsman handles information and manages data protection, as well as a description of what happens after an investigation if the Ombudsman has required remedial action to be taken.
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.