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Selected Cases and Summaries of Completed Investigations - October 2000 to March 2001
Volume 4 - 2nd REPORT - SESSION 2001-2002
Chapter 2
OFFICE OF WATER SERVICES
Case No: C.549/01
Alleged poor handling of a complaint against a water company
One of the Office of Water Services’ (OFWAT’s) customer service committees upheld a complaint by Mr X regarding the installation of a water meter by a water company against his express wishes. The committee referred the complaint to OFWAT’s Director General as they were unable to resolve matters with the water company. Mr X complained to the Ombudsman about OFWAT’s subsequent decision not to pursue his complaint with the water company when the committee had upheld it. In particular, he complained that OFWAT had failed to take full account of the water company’s actions; had not written explaining their decision; and that they had not addressed the issues he had raised when replying to his correspondence. The Ombudsman found no basis on which to question OFWAT’s discretionary decision not to pursue matters with the water company. However, he criticised OFWAT for their poor handling of Mr X’s complaint. OFWAT agreed to offer Mr X a consolatory payment of £25 in recognition of the time, inconvenience and cost of having to pursue the committee for the reasons for OFWAT's decision.
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