The rules of the Ombudsman scheme were adopted by British Waterways in 2005. In June 2012 the Trustees of the Canal & River Trust resolved to adopt, temporarily, British Waterways’ scheme with minor amendments. In April 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). The Rules were amended in September 2020 and again in November 2023 to reflect changes to the Committee and Scheme membership. The Rules were updated in March 2024 to include an Appendix to reflect how awards are calculated.
Rules of the Waterways Ombudsman Scheme March 2024
Rules archive
Rules of the Waterways Ombudsman Scheme November 2023