If you need to know more please refer to the The Ombudsman process First level Please contact The Customer Services Manager, , 64 Clarendon Ombudsman scheme’s own website at The Ombudsman will first let you know whether If we hadn’t reasonably met your expectations or www.waterways-ombudsman.org or contact the you wish to make a complaint relating to services Road, Watford WD17 1DA, or email enquiries. or not the complaint can be considered and then [email protected] and request that Ombudsman (details at the back of this leaflet). how far she believes it should be investigated. or facilities provided on one of our waterways, you should write in the first instance to the waterway your complaint be referred to the second level. What can be investigated? The Ombudsman may try to sort out the problem your complaint will be acknowledged and your between you and British Waterways without manager for that area of the waterway network. Complaints from people who believe that corresponde passed on, with any other supporting undertaking a formal investigation. You can use the map and address details in this they have suffered injustice because of leaflet to send your letter to the right person. evidence, to a British Waterways’ appointed senior The Ombudsman will obtain from British maladministration or unfair treatment by British If you are in any doubt about who you should write manager or executive director who does not have Waterways copies of any relevant letters and Waterways. Maladministration includes: to, one of our people will be happy to advise you. direct line management responsibility for the area papers she requires. Both you and British • doing something the wrong way Just call our customer service team on of your complaint. This helps to ensure that a fresh Waterways may also be asked to provide further 01923 201120. Alternatively you can email look is taken at your concerns. • doing something that should not have information. been done [email protected]. You can normally expect a full written response At the end of the investigation, the Ombudsman If your complaint relates to a British Waterways to your complaint within 15 working days of our • failing to do something that should have will write to you and British Waterways with Marinas Limited (BWML) site please write directly acknowledgement of the complaint reaching the been done her decision. If the Ombudsman upholds your to the Managing Director BWML, Sawley Marina, second level. It may be necessary for a senior Disagreeing with a decision taken by British complaint and recommends action to put Sawley, Nottinghamshire NG10 3AE. manager or executive director without day-to-day Waterways is not in itself evidence of things right, British Waterways must act on her knowledge of the area of your complaint to request maladministration, though failure to consider a recommendations. If your complaint does not relate to a local further information from local employees or from waterway or BWML but to one of British decision properly can be. An Annual Report on the Ombudsman’s work will parties with an external relationship to British Waterways’ central department services, please The Ombudsman can consider most complaints be published, but will not include the names of Waterways. When this is necessary and we feel it write in the first instance to The Customer which: complainants. may not be possible to respond to your complaint Services Manager, British Waterways, 64 within 15 working days we will contact you again. • are referred to her within six months of the This report will be sent to the Inland Waterways Clarendon Road, Watford WD17 1DA or email We will explain our reasons for asking for a time completion of the complaints procedure; and Advisory Council and the Ministers responsible for [email protected] outlining British Waterways. The report is available on the extension and seek your approval. You may • concern things that came to the attention of your complaint and asking for it to be considered refuse this request. the complainant no more than a year before the Ombudsman’s website. at the first stage of the complaints procedure. NB – at the first and second level of the complaints complaint was made to British Waterways. You can also get a copy of the Ombudsman’s In expressing concerns it is helpful to include procedure you can expect a written response Annual Report from British Waterway’s customer all relevant details such as location(s), date(s), Exceptions service centre & local waterway offices, from the within 15 working days of our acknowledgement people contacted and the other circumstances of your complaint. You can request that the The Ombudsman cannot investigate personnel head of customer relations or direct from relating to your complaint. It also helps if you complaint be moved to the next level of the matters or cases that have been, or are being, the Ombudsman. explain what remedial action you feel we complaints process should British Waterways fail considered by a court and generally she cannot Seeking additional help and information should take. This helps us to quickly and fully to meet this commitment. consider complaints made by businesses with an understand the nature of your complaint and annual turnover of more than £1m. Further advice about using British Waterway’s begin our investigations. The Waterways Ombudsman complaints procedure and about contacting the How to complain Waterways Ombudsman can be sought from our Once we have received your complaint we will Clearly, we always want to resolve any concerns acknowledge receipt of your letter in writing with or complaints internally. However, if after our You should send the Ombudsman full details customer service centre, the head of customer in five working days. You can normally expect a responses you still feel dissatisfied with our of your complaint and, if possible, copies of relations or from the Ombudsman herself. full written response within 15 working days of proposed resolution after you may wish to refer all correspondence between you and British All the contact details for the above mentioned can this acknowledgement. Our aim is to resolve the your complaint to the Waterways Ombudsman for Waterways. If you need help or advice to make be found at the back of this leaflet. complaint to your satisfaction at the first level. consideration. The Ombudsman is independent of your complaint to her, please contact the British Waterways and impartial. The Ombudsman Ombudsman. You can ask someone such as a Second level does not make or influence British Waterways’ friend or solicitor to make a complaint on your Welsh language version available at www.britishwaterways.co.uk/if-you-have-a-complaint If, after receiving our response at the first level, policy, and can only investigate specific behalf. However, you would have to pay any Fersiwn cyfrwng Cymraeg iw gael ar you feel that your concerns have not been fully complaints which have recently completed the costs involved. www.britishwaterways.co.uk/if-you-have-a-complaint addressed, you can ask for your complaint to complaints procedure. There is no charge for be referred to the second level of our using the services of the Ombudsman. complaints procedure.

How to contact us british waterways In the first instance please write to the waterway manager at the relevant office address below:

1a Highlands 7 Central Shires Waterways Office, Seaport Marina Peel’s Wharf, Street Muirtown Wharf, Inverness IV3 5LE , Tamworth B78 3QZ T 01463 72550 T 01827 252000 Making a E [email protected] E [email protected]

1b Scotland Lowlands Canals 8 East Waterways Canal House, 1 Applecross Street The Kiln, Mather Road, Newark NG24 1FB Glasgow G4 9SP T 01636 704481 T 0141 354 7501 E [email protected] complaint E [email protected] 9 South & Severn Waterways 2 North West Waterways The Dock Office, Waterside House, Waterside Drive GL1 2EB Wigan WN3 5AZ T 01452 318000 T 01942 405720 E [email protected] British Waterways is committed to providing excellent levels E [email protected] 10 South East Waterways 3 North East Waterways 510 - 524 Elder House, Elder Gate of service. We are constantly striving to meet the rising Fearns Wharf, Neptune Street Central Milton Keynes MK9 1BW LS9 8PB T 01908 302595 expectations of our customers and visitors, and we welcome T 0113 281 6870 E [email protected] E [email protected] feedback on where our services and facilities can be improved or 11 Kennet & Avon Waterways 4 Manchester & Pennine Waterways The Locks, Bath Road, Devizes SN10 1QR where your expectations have not been met. Redbull Wharf, Congleton Road South T 01308 722859 Church Lawton, Stoke-on-Trent ST7 3AP E [email protected] Issues of concern can usually be resolved There are two levels – First and Second. T 01782 785703 E [email protected] 12 London Waterways by talking them through with one of our • First level 1 Sheldon Square, Paddington Central people, either face-to-face or by telephone. • Second level 5 North Wales & Border Waterways London W2 6TT Navigation House, Navigation Road T 020 7985 7200 However, we recognise that sometimes this • What can be investigated? Northwich CW8 1BH E [email protected] may not be appropriate, or you may feel your • Exceptions T 01606 723800 E [email protected] (numbers refer to waterways map) concerns have not been properly addressed • How to complain

after talking them through with us. • The Ombudsman process 6 Waterways Peel’s Wharf, Lichfield Street, Fazeley Customer Services Manager • Seeking additional help and information We actively encourage people to use our Tamworth B78 3QZ British Waterways • How to contact us T 01827 252000 64 Clarendon Road, complaints procedure so that issues E [email protected] Watford WD17 1DA • Waterway unit boundaries map T 01923 201365 and concerns can be raised with British F 01923 201300 Waterways’ senior management and [email protected] addressed appropriately. This document explains how the complaints procedure works, what you need to do and what you can expect.

How to contact the Ombudsman Hilary Bainbridge, The Waterways Ombudsman 100% PO Box 35, YO60 6WW T 01347 879075 E [email protected] www.waterways-ombudsman.org August 2010

www.britishwaterways.co.uk/listening-to-you

using the services of the Ombudsman. Ombudsman. the of services the using complaints procedure. complaints

complaints procedure. There is no charge for for charge no is There procedure. complaints be referred to the second level of our our of level second the to referred be

complaints which have recently completed the the completed recently have which complaints addressed, you can ask for your complaint to to complaint your for ask can you addressed,

costs involved. costs

www.britishwaterways.co.uk/if-you-have-a-complaint

policy, and can only investigate specific specific investigate only can and policy, you feel that your concerns have not been fully fully been not have concerns your that feel you

Fersiwn cyfrwng Cymraeg iw gael ar ar gael iw Cymraeg cyfrwng Fersiwn

behalf. However, you would have to pay any any pay to have would you However, behalf.

does not make or influence British Waterways’ Waterways’ British influence or make not does If, after receiving our response at the first level, level, first the at response our receiving after If, www.britishwaterways.co.uk/if-you-have-a-complaint

friend or solicitor to make a complaint on your your on complaint a make to solicitor or friend Welsh language version available at at available version language Welsh

British Waterways and impartial. The Ombudsman Ombudsman The impartial. and Waterways British

evel l Second

Ombudsman. You can ask someone such as a a as such someone ask can You Ombudsman.

consideration. The Ombudsman is independent of of independent is Ombudsman The consideration.

your complaint to her, please contact the the contact please her, to complaint your

your complaint to the Waterways Ombudsman for for Ombudsman Waterways the to complaint your complaint to your satisfaction at the first level. level. first the at satisfaction your to complaint

be found at the back of this leaflet. this of back the at found be Waterways. If you need help or advice to make make to advice or help need you If Waterways.

proposed resolution after you may wish to refer refer to wish may you after resolution proposed this acknowledgement. Our aim is to resolve the the resolve to is aim Our acknowledgement. this

All the contact details for the above mentioned can can mentioned above the for details contact the All all correspondence between you and British British and you between correspondence all

responses you still feel dissatisfied with our our with dissatisfied feel still you responses full written response within 15 working days of of days working 15 within response written full

of your complaint and, if possible, copies of of copies possible, if and, complaint your of

relations or from the Ombudsman herself. herself. Ombudsman the from or relations or complaints internally. However, if after our our after if However, internally. complaints or in five working days. You can normally expect a a expect normally can You days. working five in

You should send the Ombudsman full details details full Ombudsman the send should You

customer service centre, the head of customer customer of head the centre, service customer Clearly, we always want to resolve any concerns concerns any resolve to want always we Clearly, acknowledge receipt of your letter in writing with with writing in letter your of receipt acknowledge

Waterways Ombudsman can be sought from our our from sought be can Ombudsman Waterways

omplain c o t How

Once we have received your complaint we will will we complaint your received have we Once

mbudsman O aterways W The

complaints procedure and about contacting the the contacting about and procedure complaints

begin our investigations. investigations. our begin

annual turnover of more than £1m. than more of turnover annual

Further advice about using British Waterway’s Waterway’s British using about advice Further to meet this commitment. commitment. this meet to

understand the nature of your complaint and and complaint your of nature the understand

consider complaints made by businesses with an an with businesses by made complaints consider

complaints process should British Waterways fail fail Waterways British should process complaints

nformation i nd a elp h dditional a Seeking

should take. This helps us to quickly and fully fully and quickly to us helps This take. should

considered by a court and generally she cannot cannot she generally and court a by considered

complaint be moved to the next level of the the of level next the to moved be complaint

explain what remedial action you feel we we feel you action remedial what explain

matters or cases that have been, or are being, being, are or been, have that cases or matters

the Ombudsman. Ombudsman. the of your complaint. You can request that the the that request can You complaint. your of

relating to your complaint. It also helps if you you if helps also It complaint. your to relating

The Ombudsman cannot investigate personnel personnel investigate cannot Ombudsman The

head of customer relations or direct from from direct or relations customer of head within 15 working days of our acknowledgement acknowledgement our of days working 15 within

people contacted and the other circumstances circumstances other the and contacted people

service centre & local waterway offices, from the the from offices, waterway local & centre service Exceptions procedure you can expect a written response response written a expect can you procedure

all relevant details such as location(s), date(s), date(s), location(s), as such details relevant all

Annual Report from British Waterway’s customer customer Waterway’s British from Report Annual NB – at the first and second level of the complaints complaints the of level second and first the at – NB

In expressing concerns it is helpful to include include to helpful is it concerns expressing In

complaint was made to British Waterways. British to made was complaint

You can also get a copy of the Ombudsman’s Ombudsman’s the of copy a get also can You

refuse this request. request. this refuse

at the first stage of the complaints procedure. complaints the of stage first the at the complainant no more than a year before the the before year a than more no complainant the

Ombudsman’s website. website. Ombudsman’s

extension and seek your approval. You may may You approval. your seek and extension

your complaint and asking for it to be considered considered be to it for asking and complaint your c • oncern things that came to the attention of of attention the to came that things oncern 

British Waterways. The report is available on the the on available is report The Waterways. British We will explain our reasons for asking for a time time a for asking for reasons our explain will We

outlining outlining [email protected]

completion of the complaints procedure; and procedure; complaints the of completion

Advisory Council and the Ministers responsible for for responsible Ministers the and Council Advisory within 15 working days we will contact you again. again. you contact will we days working 15 within

Clarendon Road, Watford WD17 1DA or email email or 1DA WD17 Watford Road, Clarendon

• re referred to her within six months of the the of months six within her to referred re  a

This report will be sent to the Inland Waterways Waterways Inland the to sent be will report This may not be possible to respond to your complaint complaint your to respond to possible be not may

British Waterways, 64 64 Waterways, British anager, M ervices S

which: which: Waterways. When this is necessary and we feel it it feel we and necessary is this When Waterways.

complainants. write in the first instance to to instance first the in write ustomer C he T

The Ombudsman can consider most complaints complaints most consider can Ombudsman The parties with an external relationship to British British to relationship external an with parties

be published, but will not include the names of of names the include not will but published, be Waterways’ central department services, please please services, department central Waterways’

further information from local employees or from from or employees local from information further

An Annual Report on the Ombudsman’s work will will work Ombudsman’s the on Report Annual An decision properly can be. can properly decision waterway or BWML but to one of British British of one to but BWML or waterway

knowledge of the area of your complaint to request request to complaint your of area the of knowledge

maladministration, though failure to consider a a consider to failure though maladministration, If your complaint does not relate to a local local a to relate not does complaint your If recommendations.

manager or executive director without day-to-day day-to-day without director executive or manager

Waterways is not in itself evidence of of evidence itself in not is Waterways

things right, British Waterways must act on her her on act must Waterways British right, things

Sawley, Nottinghamshire NG10 3AE. NG10 Nottinghamshire Sawley,

second level. It may be necessary for a senior senior a for necessary be may It level. second

Disagreeing with a decision taken by British British by taken decision a with Disagreeing

complaint and recommends action to put put to action recommends and complaint

to the Managing Director BWML, Sawley Marina, Marina, Sawley BWML, Director Managing the to

acknowledgement of the complaint reaching the the reaching complaint the of acknowledgement

her decision. If the Ombudsman upholds your your upholds Ombudsman the If decision. her

been done done been Marinas Limited (BWML) site please write directly directly write please site (BWML) Limited Marinas

to your complaint within 15 working days of our our of days working 15 within complaint your to

will write to you and British Waterways with with Waterways British and you to write will

ailing to do something that should have have should that something do to ailing  f • If your complaint relates to a British Waterways Waterways British a to relates complaint your If

You can normally expect a full written response response written full a expect normally can You

At the end of the investigation, the Ombudsman Ombudsman the investigation, the of end the At

been done been [email protected].

concerns. concerns.

information. information.

d oing something that should not have have not should that something oing  • 01923 . Alternatively you can email email can you Alternatively . 01120 2

helps to ensure that a fresh look is taken at your your at taken is look fresh a that ensure to helps

Waterways may also be asked to provide further further provide to asked be also may Waterways

Just call our customer service team on on team service customer our call Just

• d oing something the wrong way wrong the something oing responsibility for the area of your complaint. This This complaint. your of area the for responsibility

papers she requires. Both you and British British and you Both requires. she papers

to, one of our people will be happy to advise you. you. advise to happy be will people our of one to,

who does not have direct line management management line direct have not does who

Waterways. Maladministration includes: Maladministration Waterways.

Waterways copies of any relevant letters and and letters relevant any of copies Waterways

If you are in any doubt about who you should write write should you who about doubt any in are you If

appointed senior manager or executive director director executive or manager senior appointed

maladministration or unfair treatment by British British by treatment unfair or maladministration

The Ombudsman will obtain from British British from obtain will Ombudsman The

leaflet to send your letter to the right person. person. right the to letter your send to leaflet

supporting evidence, to a British Waterways’ Waterways’ British a to evidence, supporting

they have suffered injustice because of of because injustice suffered have they

You can use the map and address details in this this in details address and map the use can You undertaking a formal investigation. formal a undertaking

correspondence passed on, with any other other any with on, passed correspondence

Complaints from people who believe that that believe who people from Complaints

manager for that area of the waterway network. network. waterway the of area that for manager between you and British Waterways without without Waterways British and you between

your complaint will be acknowledged and your your and acknowledged be will complaint your

nvestigated? i e b an c What

should write in the first instance to the waterway waterway the to instance first the in write should The Ombudsman may try to sort out the problem problem the out sort to try may Ombudsman The

your complaint be referred to the second level. level. second the to referred be complaint your

or facilities provided on one of our waterways, you you waterways, our of one on provided facilities or how far she believes it should be investigated. investigated. be should it believes she far how

Ombudsman (details at the back of this leaflet). this of back the at (details Ombudsman and request that that request and [email protected]

you wish to make a complaint relating to services services to relating complaint a make to wish you or not the complaint can be considered and then then and considered be can complaint the not or

or contact the the contact or www.waterways-ombudsman.org enquiries. email or 1DA, WD17 Watford Road,

If we hadn’t reasonably met your expectations or or expectations your met reasonably hadn’t we If The Ombudsman will first let you know whether whether know you let first will Ombudsman The

Ombudsman scheme’s own website at at website own scheme’s Ombudsman British Waterways, 64 Clarendon Clarendon 64 Waterways, British anager, M

evel l First rocess p mbudsman O The If you need to know more please refer to the the to refer please more know to need you If The contact Please ervices S ustomer C

How to contact us britis h waterways n I the first instance please write to the waterway manager at the relevant office address below:

1a Scotland Highlands Canals 7 Central Shires Waterways Canal Office, Seaport Marina Peel’s Wharf, Lichfield Street Muirtown Wharf, Inverness IV3 5LE Fazeley, Tamworth B78 3QZ T 01463 72550 T 01827 252000 Making a E [email protected] E [email protected]

1b Scotland Lowlands Canals 8 East Midlands Waterways Canal House, 1 Applecross Street The Kiln, Mather Road, Newark NG24 1FB Glasgow G4 9SP T 01636 704481 T 0141 354 7501 E [email protected] complaint E [email protected] 9 South Wales & Severn Waterways 2 North West Waterways The Dock Office, Commercial Road Waterside House, Waterside Drive Gloucester GL1 2EB Wigan WN3 5AZ T 01452 318000 T 01942 405720 E [email protected] British Waterways is committed to providing excellent levels E [email protected] 10 South East Waterways 3 North East Waterways 510 - 524 Elder House, Elder Gate of service. We are constantly striving to meet the rising Fearns Wharf, Neptune Street Central Milton Keynes MK9 1BW Leeds LS9 8PB T 01908 302595 expectations of our customers and visitors, and we welcome T 0113 281 6870 E [email protected] E [email protected] feedback on where our services and facilities can be improved or 11 Kennet & Avon Waterways 4 Manchester & Pennine Waterways The Locks, Bath Road, Devizes SN10 1QR where your expectations have not been met. Redbull Wharf, Congleton Road South T 01308 722859 Church Lawton, Stoke-on-Trent ST7 3AP E [email protected] Issues of concern can usually be resolved There are two levels – First and Second. T 01782 785703 E [email protected] 12 London Waterways by talking them through with one of our • First level 1 Sheldon Square, Paddington Central people, either face-to-face or by telephone. • Second level 5 North Wales & Border Waterways London W2 6TT Navigation House, Navigation Road T 020 7985 7200 However, we recognise that sometimes this • What can be investigated? Northwich CW8 1BH E [email protected] may not be appropriate, or you may feel your • Exceptions T 01606 723800 E [email protected] (numbers refer to waterways map) concerns have not been properly addressed • How to complain

after talking them through with us. • The Ombudsman process 6 West Midlands Waterways Peel’s Wharf, Lichfield Street, Fazeley Customer Services Manager • Seeking additional help and information We actively encourage people to use our Tamworth B78 3QZ British Waterways • How to contact us T 01827 252000 64 Clarendon Road, complaints procedure so that issues E [email protected] Watford WD17 1DA • Waterway unit boundaries map T 01923 201365 and concerns can be raised with British F 01923 201300 Waterways’ senior management and [email protected] addressed appropriately. This document explains how the complaints procedure works, what you need to do and what you can expect.

How to contact the Ombudsman Hilary Bainbridge, The Waterways Ombudsman 100% PO Box 35, York YO60 6WW T 01347 879075 E [email protected] www.waterways-ombudsman.org August 2010

www.britishwaterways.co.uk/listening-to-you If you need to know more please refer to the The Ombudsman process First level Please contact The Customer Services Manager, British Waterways, 64 Clarendon Ombudsman scheme’s own website at The Ombudsman will first let you know whether If we hadn’t reasonably met your expectations or www.waterways-ombudsman.org or contact the you wish to make a complaint relating to services Road, Watford WD17 1DA, or email enquiries. or not the complaint can be considered and then [email protected] and request that Ombudsman (details at the back of this leaflet). how far she believes it should be investigated. or facilities provided on one of our waterways, you should write in the first instance to the waterway your complaint be referred to the second level. What can be investigated? The Ombudsman may try to sort out the problem your complaint will be acknowledged and your between you and British Waterways without manager for that area of the waterway network. Complaints from people who believe that corresponde passed on, with any other supporting undertaking a formal investigation. You can use the map and address details in this they have suffered injustice because of leaflet to send your letter to the right person. evidence, to a British Waterways’ appointed senior The Ombudsman will obtain from British maladministration or unfair treatment by British If you are in any doubt about who you should write manager or executive director who does not have Waterways copies of any relevant letters and Waterways. Maladministration includes: to, one of our people will be happy to advise you. direct line management responsibility for the area papers she requires. Both you and British • doing something the wrong way Just call our customer service team on of your complaint. This helps to ensure that a fresh Waterways may also be asked to provide further 01923 201120. Alternatively you can email look is taken at your concerns. • doing something that should not have information. been done [email protected]. You can normally expect a full written response At the end of the investigation, the Ombudsman If your complaint relates to a British Waterways to your complaint within 15 working days of our • failing to do something that should have will write to you and British Waterways with Marinas Limited (BWML) site please write directly acknowledgement of the complaint reaching the been done her decision. If the Ombudsman upholds your to the Managing Director BWML, Sawley Marina, second level. It may be necessary for a senior Disagreeing with a decision taken by British complaint and recommends action to put Sawley, Nottinghamshire NG10 3AE. manager or executive director without day-to-day Waterways is not in itself evidence of things right, British Waterways must act on her knowledge of the area of your complaint to request maladministration, though failure to consider a recommendations. If your complaint does not relate to a local further information from local employees or from waterway or BWML but to one of British decision properly can be. An Annual Report on the Ombudsman’s work will parties with an external relationship to British Waterways’ central department services, please The Ombudsman can consider most complaints be published, but will not include the names of Waterways. When this is necessary and we feel it write in the first instance to The Customer which: complainants. may not be possible to respond to your complaint Services Manager, British Waterways, 64 within 15 working days we will contact you again. • are referred to her within six months of the This report will be sent to the Inland Waterways Clarendon Road, Watford WD17 1DA or email We will explain our reasons for asking for a time completion of the complaints procedure; and Advisory Council and the Ministers responsible for [email protected] outlining British Waterways. The report is available on the extension and seek your approval. You may • concern things that came to the attention of your complaint and asking for it to be considered refuse this request. the complainant no more than a year before the Ombudsman’s website. at the first stage of the complaints procedure. NB – at the first and second level of the complaints complaint was made to British Waterways. You can also get a copy of the Ombudsman’s In expressing concerns it is helpful to include procedure you can expect a written response Annual Report from British Waterway’s customer all relevant details such as location(s), date(s), Exceptions service centre & local waterway offices, from the within 15 working days of our acknowledgement people contacted and the other circumstances of your complaint. You can request that the The Ombudsman cannot investigate personnel head of customer relations or direct from relating to your complaint. It also helps if you complaint be moved to the next level of the matters or cases that have been, or are being, the Ombudsman. explain what remedial action you feel we complaints process should British Waterways fail considered by a court and generally she cannot Seeking additional help and information should take. This helps us to quickly and fully to meet this commitment. consider complaints made by businesses with an understand the nature of your complaint and annual turnover of more than £1m. Further advice about using British Waterway’s begin our investigations. The Waterways Ombudsman complaints procedure and about contacting the How to complain Waterways Ombudsman can be sought from our Once we have received your complaint we will Clearly, we always want to resolve any concerns acknowledge receipt of your letter in writing with or complaints internally. However, if after our You should send the Ombudsman full details customer service centre, the head of customer in five working days. You can normally expect a responses you still feel dissatisfied with our of your complaint and, if possible, copies of relations or from the Ombudsman herself. full written response within 15 working days of proposed resolution after you may wish to refer all correspondence between you and British All the contact details for the above mentioned can this acknowledgement. Our aim is to resolve the your complaint to the Waterways Ombudsman for Waterways. If you need help or advice to make be found at the back of this leaflet. complaint to your satisfaction at the first level. consideration. The Ombudsman is independent of your complaint to her, please contact the British Waterways and impartial. The Ombudsman Ombudsman. You can ask someone such as a Second level does not make or influence British Waterways’ friend or solicitor to make a complaint on your Welsh language version available at www.britishwaterways.co.uk/if-you-have-a-complaint If, after receiving our response at the first level, policy, and can only investigate specific behalf. However, you would have to pay any Fersiwn cyfrwng Cymraeg iw gael ar you feel that your concerns have not been fully complaints which have recently completed the costs involved. www.britishwaterways.co.uk/if-you-have-a-complaint addressed, you can ask for your complaint to complaints procedure. There is no charge for be referred to the second level of our using the services of the Ombudsman. complaints procedure.

How to contact us british waterways In the first instance please write to the waterway manager at the relevant office address below:

1a Scotland Highlands Canals 7 Central Shires Waterways Canal Office, Seaport Marina Peel’s Wharf, Lichfield Street Muirtown Wharf, Inverness IV3 5LE Fazeley, Tamworth B78 3QZ T 01463 72550 T 01827 252000 Making a E [email protected] E [email protected]

1b Scotland Lowlands Canals 8 East Midlands Waterways Canal House, 1 Applecross Street The Kiln, Mather Road, Newark NG24 1FB Glasgow G4 9SP T 01636 704481 T 0141 354 7501 E [email protected] complaint E [email protected] 9 South Wales & Severn Waterways 2 North West Waterways The Dock Office, Commercial Road Waterside House, Waterside Drive Gloucester GL1 2EB Wigan WN3 5AZ T 01452 318000 T 01942 405720 E [email protected] British Waterways is committed to providing excellent levels E [email protected] 10 South East Waterways 3 North East Waterways 510 - 524 Elder House, Elder Gate of service. We are constantly striving to meet the rising Fearns Wharf, Neptune Street Central Milton Keynes MK9 1BW Leeds LS9 8PB T 01908 302595 expectations of our customers and visitors, and we welcome T 0113 281 6870 E [email protected] E [email protected] feedback on where our services and facilities can be improved or 11 Kennet & Avon Waterways 4 Manchester & Pennine Waterways The Locks, Bath Road, Devizes SN10 1QR where your expectations have not been met. Redbull Wharf, Congleton Road South T 01308 722859 Church Lawton, Stoke-on-Trent ST7 3AP E [email protected] Issues of concern can usually be resolved There are two levels – First and Second. T 01782 785703 E [email protected] 12 London Waterways by talking them through with one of our • First level 1 Sheldon Square, Paddington Central people, either face-to-face or by telephone. • Second level 5 North Wales & Border Waterways London W2 6TT Navigation House, Navigation Road T 020 7985 7200 However, we recognise that sometimes this • What can be investigated? Northwich CW8 1BH E [email protected] may not be appropriate, or you may feel your • Exceptions T 01606 723800 E [email protected] (numbers refer to waterways map) concerns have not been properly addressed • How to complain

after talking them through with us. • The Ombudsman process 6 West Midlands Waterways Peel’s Wharf, Lichfield Street, Fazeley Customer Services Manager • Seeking additional help and information We actively encourage people to use our Tamworth B78 3QZ British Waterways • How to contact us T 01827 252000 64 Clarendon Road, complaints procedure so that issues E [email protected] Watford WD17 1DA • Waterway unit boundaries map T 01923 201365 and concerns can be raised with British F 01923 201300 Waterways’ senior management and [email protected] addressed appropriately. This document explains how the complaints procedure works, what you need to do and what you can expect.

How to contact the Ombudsman Hilary Bainbridge, The Waterways Ombudsman 100% PO Box 35, York YO60 6WW T 01347 879075 E [email protected] www.waterways-ombudsman.org August 2010

www.britishwaterways.co.uk/listening-to-you If you need to know more please refer to the The Ombudsman process First level Please contact The Customer Services Manager, British Waterways, 64 Clarendon Ombudsman scheme’s own website at The Ombudsman will first let you know whether If we hadn’t reasonably met your expectations or www.waterways-ombudsman.org or contact the you wish to make a complaint relating to services Road, Watford WD17 1DA, or email enquiries. or not the complaint can be considered and then [email protected] and request that Ombudsman (details at the back of this leaflet). how far she believes it should be investigated. or facilities provided on one of our waterways, you should write in the first instance to the waterway your complaint be referred to the second level. What can be investigated? The Ombudsman may try to sort out the problem your complaint will be acknowledged and your between you and British Waterways without manager for that area of the waterway network. Complaints from people who believe that corresponde passed on, with any other supporting undertaking a formal investigation. You can use the map and address details in this they have suffered injustice because of leaflet to send your letter to the right person. evidence, to a British Waterways’ appointed senior The Ombudsman will obtain from British maladministration or unfair treatment by British If you are in any doubt about who you should write manager or executive director who does not have Waterways copies of any relevant letters and Waterways. Maladministration includes: to, one of our people will be happy to advise you. direct line management responsibility for the area papers she requires. Both you and British • doing something the wrong way Just call our customer service team on of your complaint. This helps to ensure that a fresh Waterways may also be asked to provide further 01923 201120. Alternatively you can email look is taken at your concerns. • doing something that should not have information. been done [email protected]. You can normally expect a full written response At the end of the investigation, the Ombudsman If your complaint relates to a British Waterways to your complaint within 15 working days of our • failing to do something that should have will write to you and British Waterways with Marinas Limited (BWML) site please write directly acknowledgement of the complaint reaching the been done her decision. If the Ombudsman upholds your to the Managing Director BWML, Sawley Marina, second level. It may be necessary for a senior Disagreeing with a decision taken by British complaint and recommends action to put Sawley, Nottinghamshire NG10 3AE. manager or executive director without day-to-day Waterways is not in itself evidence of things right, British Waterways must act on her knowledge of the area of your complaint to request maladministration, though failure to consider a recommendations. If your complaint does not relate to a local further information from local employees or from waterway or BWML but to one of British decision properly can be. An Annual Report on the Ombudsman’s work will parties with an external relationship to British Waterways’ central department services, please The Ombudsman can consider most complaints be published, but will not include the names of Waterways. When this is necessary and we feel it write in the first instance to The Customer which: complainants. may not be possible to respond to your complaint Services Manager, British Waterways, 64 within 15 working days we will contact you again. • are referred to her within six months of the This report will be sent to the Inland Waterways Clarendon Road, Watford WD17 1DA or email We will explain our reasons for asking for a time completion of the complaints procedure; and Advisory Council and the Ministers responsible for [email protected] outlining British Waterways. The report is available on the extension and seek your approval. You may • concern things that came to the attention of your complaint and asking for it to be considered refuse this request. the complainant no more than a year before the Ombudsman’s website. at the first stage of the complaints procedure. NB – at the first and second level of the complaints complaint was made to British Waterways. You can also get a copy of the Ombudsman’s In expressing concerns it is helpful to include procedure you can expect a written response Annual Report from British Waterway’s customer all relevant details such as location(s), date(s), Exceptions service centre & local waterway offices, from the within 15 working days of our acknowledgement people contacted and the other circumstances of your complaint. You can request that the The Ombudsman cannot investigate personnel head of customer relations or direct from relating to your complaint. It also helps if you complaint be moved to the next level of the matters or cases that have been, or are being, the Ombudsman. explain what remedial action you feel we complaints process should British Waterways fail considered by a court and generally she cannot Seeking additional help and information should take. This helps us to quickly and fully to meet this commitment. consider complaints made by businesses with an understand the nature of your complaint and annual turnover of more than £1m. Further advice about using British Waterway’s begin our investigations. The Waterways Ombudsman complaints procedure and about contacting the How to complain Waterways Ombudsman can be sought from our Once we have received your complaint we will Clearly, we always want to resolve any concerns acknowledge receipt of your letter in writing with or complaints internally. However, if after our You should send the Ombudsman full details customer service centre, the head of customer in five working days. You can normally expect a responses you still feel dissatisfied with our of your complaint and, if possible, copies of relations or from the Ombudsman herself. full written response within 15 working days of proposed resolution after you may wish to refer all correspondence between you and British All the contact details for the above mentioned can this acknowledgement. Our aim is to resolve the your complaint to the Waterways Ombudsman for Waterways. If you need help or advice to make be found at the back of this leaflet. complaint to your satisfaction at the first level. consideration. The Ombudsman is independent of your complaint to her, please contact the British Waterways and impartial. The Ombudsman Ombudsman. You can ask someone such as a Second level does not make or influence British Waterways’ friend or solicitor to make a complaint on your Welsh language version available at www.britishwaterways.co.uk/if-you-have-a-complaint If, after receiving our response at the first level, policy, and can only investigate specific behalf. However, you would have to pay any Fersiwn cyfrwng Cymraeg iw gael ar you feel that your concerns have not been fully complaints which have recently completed the costs involved. www.britishwaterways.co.uk/if-you-have-a-complaint addressed, you can ask for your complaint to complaints procedure. There is no charge for be referred to the second level of our using the services of the Ombudsman. complaints procedure.

How to contact us british waterways In the first instance please write to the waterway manager at the relevant office address below:

1a Scotland Highlands Canals 7 Central Shires Waterways Canal Office, Seaport Marina Peel’s Wharf, Lichfield Street Muirtown Wharf, Inverness IV3 5LE Fazeley, Tamworth B78 3QZ T 01463 72550 T 01827 252000 Making a E [email protected] E [email protected]

1b Scotland Lowlands Canals 8 East Midlands Waterways Canal House, 1 Applecross Street The Kiln, Mather Road, Newark NG24 1FB Glasgow G4 9SP T 01636 704481 T 0141 354 7501 E [email protected] complaint E [email protected] 9 South Wales & Severn Waterways 2 North West Waterways The Dock Office, Commercial Road Waterside House, Waterside Drive Gloucester GL1 2EB Wigan WN3 5AZ T 01452 318000 T 01942 405720 E [email protected] British Waterways is committed to providing excellent levels E [email protected] 10 South East Waterways 3 North East Waterways 510 - 524 Elder House, Elder Gate of service. We are constantly striving to meet the rising Fearns Wharf, Neptune Street Central Milton Keynes MK9 1BW Leeds LS9 8PB T 01908 302595 expectations of our customers and visitors, and we welcome T 0113 281 6870 E [email protected] E [email protected] feedback on where our services and facilities can be improved or 11 Kennet & Avon Waterways 4 Manchester & Pennine Waterways The Locks, Bath Road, Devizes SN10 1QR where your expectations have not been met. Redbull Wharf, Congleton Road South T 01308 722859 Church Lawton, Stoke-on-Trent ST7 3AP E [email protected] Issues of concern can usually be resolved There are two levels – First and Second. T 01782 785703 E [email protected] 12 London Waterways by talking them through with one of our • First level 1 Sheldon Square, Paddington Central people, either face-to-face or by telephone. • Second level 5 North Wales & Border Waterways London W2 6TT Navigation House, Navigation Road T 020 7985 7200 However, we recognise that sometimes this • What can be investigated? Northwich CW8 1BH E [email protected] may not be appropriate, or you may feel your • Exceptions T 01606 723800 E [email protected] (numbers refer to waterways map) concerns have not been properly addressed • How to complain

after talking them through with us. • The Ombudsman process 6 West Midlands Waterways Peel’s Wharf, Lichfield Street, Fazeley Customer Services Manager • Seeking additional help and information We actively encourage people to use our Tamworth B78 3QZ British Waterways • How to contact us T 01827 252000 64 Clarendon Road, complaints procedure so that issues E [email protected] Watford WD17 1DA • Waterway unit boundaries map T 01923 201365 and concerns can be raised with British F 01923 201300 Waterways’ senior management and [email protected] addressed appropriately. This document explains how the complaints procedure works, what you need to do and what you can expect.

How to contact the Ombudsman Hilary Bainbridge, The Waterways Ombudsman 100% PO Box 35, York YO60 6WW T 01347 879075 E [email protected] www.waterways-ombudsman.org August 2010

www.britishwaterways.co.uk/listening-to-you 12 Waterway map INVERNESSInverness 1a Key SCALE 1a. Highlands Canals 0 50 kilometres LOCH NESS 1b. Lowlands Canals 2. North West Waterways 0 10 20 30 miles Aberdeen LOCH OICH 3. North East Waterways 4. Manchester & Pennine Waterways LOCH LOCHY 5. North Wales & Borders Waterways 6. West Midlands Waterways Fort William 7 . Central Shires Waterways 8. East Midlands Waterways 9. South Wales & Severn Waterways 10. South East Waterways Dundee 11. Kennet & Avon Waterways 12. London Waterways 1b Perth

OFFICE British Waterways’ Offices CRINAN Stirling CANAL Dunfermline Waterways Boundary Reference FORTH & CLYDE Grangemouth (See below left) CANAL Clydebank Managed by British Waterways GLASGOW UNION Edinburgh CANAL Waterway boundaries This map includes waterways managed by members of the Association of Inland Navigation Authorities (AINA). There are other inland waterways that have not been included, but can be found on more detailed maps Ayr (contact BW Customer Service Centre on 01923 201120 for more information). © British Waterways 2010

© Crown copyright and database right, 2009. All rights reserved. Ordnance Survey Licence number 100019843. Waterway unit boundaries Landmark Licence number 100022432, © 2010. Next Perspectives, 2010.

Key Location Waterways Newcastle Upon Tyne A 1, River lock North West and North East Junction of Leeds & Liverpool Canal with Carlisle Sunderland the Aire & Calder Navigation main line Durham B Junction of with the Manchester & Pennine Calder & Hebble Navigation at Kirkham and North East Workington Turn (nr. Sowerby Basin) C Lock 1E, Stanley Dawson Lock Manchester & Pennine Whitehaven Middlesbrough and North East Darlington TEES NAVIGATION AND BARRAGE D North Wales & Borders 2 3 and Manchester & Pennine E Junction of the Branch North Wales & Borders Kendal Scarborough ( ) with the and Manchester & PennineDouglas Trent & Mersey Canal LEEDS & RIPON F Bridge 129c, Tunstall Bypass Bridge Manchester & Pennine Lancaster LIVERPOOL CANAL RIVER OUSE and Central Shires CANAL LANCASTER Harrogate York CANAL G Bridge 1, Bridge North Wales & Borders CANAL RIVER Junction of with and West Midlands Burnley AIRE & RIVER HULL Blackpool the & Worcestershire Canal Preston LEEDS A CALDER DERWENT Kingston RIBBLE NAVIGATION Upon Hull LINK B Wakefield H Bridge 109, Haywood Bridge West Midlands ROCHDALE Junction of Staffordshire & Worcestershire and Central Shires CANAL NEW C CALDER JUNCTION Canal with the Trent & Mersey Canal ASHTON & HEBBLE CANAL CANAL LEEDS & WIGAN HUDDERSFIELD NAVIGATION STAINFORTH & Scunthorpe I Bridge West Midlands LIVERPOOL BROAD CANAL KEADBY CANAL SOUTH YORKSHIRE Junction of & Fazeley and Central Shires CANAL Doncaster ST HELENS NAVIGATION Canal with the Canal (SANKEY) PEAK FOREST SHEFFIELD & CANAL CANAL TINSLEY CANAL J Bridge 34, Butt Lane West Midlands and South East Sheffield FOSSDYKE NAVIGATION Rhyl D WEAVER 4 CHESTERFIELD WITHAM K Bridge 6, Gilgal Bridge South Wales & Severn NAVIGATION NORTHWICH CANAL Chesterfield NAVIGATION and West Midlands RIVER DEE E Lincoln MIDDLEWICH TRENT NAVIGATION L Bridge 72, Junction Bridge South Wales & Severn BRANCH SHROPSHIRE RED BULL Junction of Worcester & Birmingham and West Midlands UNION CANAL Crewe F EREWASH NEWARK Canal with the North Stratford Canal CALDON CANAL CANAL Stoke-on-Trent Derby NOTTINGHAM & 8 Boston BEESTON CANAL M Junction of Trent & Mersey Canal Central Shires and East Midlands CANAL TRENT & Grantham MERSEY CANAL with Upper Trent SHROPSHIRE STAFFS & M N Nottingham UNION CANAL WORCS H TRENT & N Junction of with the Central Shires and East Midlands CANAL 7 MERSEY CANAL RIVER SOAR King’s Lynn Upper Trent Great BIRMINGHAM Yarmouth CANAL Leicester Norwich O Bridge 88, Kilby Lock Bridge Central Shires and South East G I Peterborough MONTGOMERY NAVIGATIONS FAZELEY P Junction Bridge Central Shires and South East CANAL 6 O MARKET HARBOROUGH ARM BIRMINGHAM Junction of Coventry Canal with the STAFFS & & FAZELEY WORCS CANAL P Oxford Canal - CANAL CANAL CANAL L Birmingham LEICESTER LINE Q Lock 83, Springwell Lock London and South East K STRAFORD-STRAFORD- Coventry Stourport UPON-AVON CANAL J 5 DROITWICH CANALS Bury St. Stratford-upon-Avon 10 Edmunds Worcester WORCESTER & Northampton Cambridge BIRMINGHAM GRAND CANAL UNION Bedford CANAL GRAND Ipswich Hereford UNION CANAL 9 RIVER Banbury SEVERN MILTON KEYNES MONMOUTHSHIRE OXFORD Bishop’s Colchester & BRECON CANAL CANAL Stortford GLOUCESTER AYLESBURY ARM 12 SWANSEA Lydney Chelmsford CANAL Harbour NAVIGATION Oxford WENDOVER ARM WATFORD RIVER Swansea SHARPNESS DOCKS Swindon Q Newport GRAND UNION CANAL REGENT’S CANAL PADDINGTON CUT Southend-on-Sea 11 Slough Cardiff SLOUGH London Bristol Reading ARM PADDINGTON DOCKLANDS BRANCH RIVER Windsor AVON Bath DEVIZES KENNET & Maidstone AVON CANAL Basingstoke Guildford Dover Bridgwater Dover Taunton Southampton

BRIDGWATER & Brighton Rye Habour TAUNTON CANAL Southampton Bournemouth Portsmouth Brighton

Exeter Bournemouth

Plymouth TorquayTorquay Plymouth

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