Ombudsman has the last word

摘要

While Cases Reported under the British Waterways Complaints System have continued to decline, the proportion that have gone to the Ombudsman has not seen the same reduction - and at times not enough has been done to avoid giving the impression that BW (or its marinas subsidiary) was attempting to intimidate the complainant. These are among the conclusions drawn in Hilary Bainbridge's final report before she stands down as Waterways Ombudsman following the transfer to the Canal & River Trust.