How complaints are handled

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.

To see our standards and policies please click on the appropriate link from the following list:

• Waterways Ombudsman Service Standards
• Timescales and Key Performance Indicators
• Remedy Implementation Policy
• Behaviour Policy
• Information Management and Data Protection Policy
• Rules of the Waterways Ombudsman Scheme

The flowchart below shows what happens when the Ombudsman receives an
enquiry.