Waterways Ombudsman issues Annual Report

Press release: Waterways Ombudsman issues Annual Report

The Waterways Ombudsman and the Waterways Ombudsman Committee have issued their Annual Reports for 2020/21.

This is the second annual report of the Ombudsman, Sarah Daniel.

During the year, the Ombudsman received 77 enquiries about the Trust, a substantial rise in number from to the previous year when there were 41. The number of premature complaints more than doubled on the previous years number to 34. Ten new investigations were opened, a small rise from eight last year and the number of complaints resolved was eight.

Of the 8 complaints resolved, three were upheld in part, one was settled and four were not upheld. A goodwill award was proposed in one case which was partly upheld, which the complainant accepted. In the upheld complaint a goodwill award and apology was required.
As before there was a very diverse range of complaints, and again the majority were about boating issues. The common thread was communication problems.

The Ombudsman’s report includes summaries of all completed investigations.

The Report includes details of other work completed by Sarah this year and sets out details of future work plans for the Committee and the Ombudsman for the coming year.

Commenting on the year in office Sarah said,

“This year has been unprecedented in terms of external world events, which has in part impacted on the enquiries received. A number of which were about the increased use of the towpaths by all and associated problems this brings. As more people enjoy the space around the waterways the Trusts have to continue to work hard to make that possible.’

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 scheme deals with complaints about the Canal & River Trust and the Avon Navigation Trust, which are referred to the Ombudsman after completion of the Trust’s own complaints process.

The Waterways Ombudsman Committee oversees the work of the scheme and remains satisfied with the operation and funding of the scheme. This year a new Chair was appointed, and the work of the committee is detailed in its Report.

The annual report of the Waterways Ombudsman Committee and the Waterways Ombudsman for 2020-21 is now available online at:

woc-annual-report-2020-21.pdf (waterways-ombudsman.org)

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