New independent final level in the event of river user complaints
The Avon Navigation Trust (ANT) has joined The Waterways Ombudsman Scheme to give its river users an independent final third level for complaints.
The Scheme will provide independent dispute resolution for customers, from 1 January 2020, on top of the Trust’s current in-house complaints procedure. The move replaces the previous arrangement where an Independent Trustee/Director was the final escalation point for complaints.
Commenting on the news, Kevin Fitzgerald, Chair of the Waterways Ombudsman Committee, which oversees the independence and accessibility of the Ombudsman, said: “ANT is demonstrating its commitment to its customers with the appointment of the Waterways Ombudsman. Investing in complaints handling is a clear sign that they want to provide the level of service that their customers expect.”
ANT Chief Executive, Clive Matthews, commented: “We actively encourage feedback and make it as easy as possible for people to have their say. We get very few complaints but The Waterways Ombudsman Scheme provides a valued, independent system of adjudication if customers are not satisfied with the outcome of our own investigation.”
The Waterways Ombudsman Scheme provides an independent and impartial means of resolving disputes outside the courts at no cost to the complainant. It can investigate disputes between complainants and ANT that have been progressed through ANT’s internal complaint handling procedure, or those that have reached a deadlock stage. Complainants must contact ANT directly to seek a resolution to their complaint before they can escalate the complaint to the ombudsman.
Sarah Daniel, the Waterways Ombudsman, said: “I am delighted that ANT has joined the scheme. When I visited the office at Mill Wharf I was impressed with the commitment to providing a personal, effective and efficient service to customers.”
More details about the Waterways Ombudsman Scheme can be found at www.waterways-ombudsman.org