Overview
The complainant, who is a chartered surveyor (Mr C), raised a number of complaints against Business Stream on behalf of his client, Forestry Commission Scotland (FCS). He alleged that a secondary water meter had been installed on FCS's private water supply pipe and that water had been charged for twice. He also complained about the way in which his subsequent complaint was handled.
Specific complaints and conclusions
The complaints which have been investigated are that Business Stream:
- (a) unreasonably installed a secondary water meter on FCS's water supply (upheld); and
- (b) failed to handle Mr C's complaint appropriately (upheld).
Redress and recommendations
The Ombudsman recommends that Business Stream:
- (i) make a full and sincere apology to Mr C (and his client) for their failures in this matter;
- (ii) reimburse FCS's fees (subject to proper invoices being presented) for the work Mr C did for them after 12 July 2012 (until November 16) when it was known that there was a second meter attached to their water pipe;
- (iii) formally apologise to Mr C for the delay in dealing with his complaint and for the confusion and inconvenience caused; and
- (iv) conduct an independent audit of the complaints process and how it is being applied.
Business Stream have accepted the recommendations and will act on them accordingly.