What we do

The Waterways Ombudsman investigates complaints about the Canal & River Trust and any of its subsidiaries. BWML is no longer a subsidiary of the Trust, and the Ombudsman cannot consider complaints about it.

She cannot consider complaints about other waterways, such as those operated by the Environment Agency or Peel Holdings (which includes the Bridgewater Canal), or any marinas or moorings other than those owned by the Trust. Any complainants about these should be referred to the relevant organisation.

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The rules of the Ombudsman Scheme were adopted by British Waterways in 2005. In May 2015 the Rules were amended to ensure that the Scheme complies with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 (SI No. 542).

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Who we are


The current Ombudsman is Sarah Daniel. She works part-time in that role.

She was appointed by The Waterways Ombudsman Committee following an advertisement and open competition for the post.

Sarah started at the end of July 2019.

About The Ombudsman