News

30 January 2024

The Waterways Ombudsman Committee has appointed a new Chair, Lesley Horton. She was appointed following an advertisement and open competition for the post. You can read more about Lesley and the other committee members on the About Us tab. 

The Ombudsman and the Committee would like to thank Karen McArthur for her time as a member and Chair over the last six years. Karen has helped in the transition to a more virtual way of working making the scheme more cost effective in terms of finance and time commitment for members. 

11 January 2024

The Waterways Ombudsman Committee have approved some changes to the Scheme rules to tidy up some anomalies in the information regarding the Constitution and Membership of the Committee. The changes have no impact on the work of the Ombudsman. The new rules can be found on the Publication page, here  

20 September 2023

The Waterways Ombudsman and the Waterways Ombudsman Committee have issued their Annual Reports for 2022/23. The Ombudsman scheme deals with complaints about the Canal & River Trust and the Avon Navigation Trust, which are referred to the Ombudsman after completion of the Trusts’ own complaints process. 

This is the fourth annual report of the Ombudsman Sarah Daniel. 

During the year, the Ombudsman received 41 enquiries about the Canal & River Trust, none about the Avon Navigation Trust. The majority of contacts, 32, had not completed the internal complaints process and were referred back to the Trust. In addition, she received 13 enquiries about bodies outside jurisdiction and signposted them to the correct dispute resolution scheme.  Five new investigations were opened, eight investigations were closed.

Of the 8 investigated complaints, one was upheld, one was upheld in part, six were not upheld. 3 of the Ombudsman’s final decisions were accepted by the complainant and the Trust completed the required remedies.  

Unusually this year 7 of the 8 investigations were from householders living next to the canal and only one was from a boater. The report includes summaries of all completed investigations. 

Commenting on her fourth year in office Sarah said, 

“Although the number of formal investigations has reduced the impact of the Ombudsman role is not diminished. As a result of recommendations made in final decisions the Canal & River Trust commissioned bespoke training for its customer service advisors which stresses the importance of good quality, consistent and clear communications with customers. It has also reviewed some of its policies, demonstrating the impact that an external and independent Ombudsman can have.” 

The Waterways Ombudsman Scheme continues to be approved by its Competent Authority, the Chartered Trading Standards Institute, in line with the requirements set out in the ADR (Alternative Dispute Resolution) Regulations. 

The Waterways Ombudsman Committee oversees the work of the scheme and remains satisfied with the operation and funding of the scheme. 

The annual report of the Waterways Ombudsman Committee and the Waterways Ombudsman for 2022-23 is now available online at: woc-annual-report-2022-23.pdf (waterways-ombudsman.org)

13 March 2023

The Waterways Scheme Committee welcomed two new Independent members at its meting today, Alison Jack and Warren Seddon. To read more about them and the work of the committee please take a look at the About Us page of the website, here, 

The Committee | The Waterways Ombudsman (waterways-ombudsman.org)