Consumer

Consultation on Accessible Travel Policy (ATP) Guidance redress requirements

30 May 2025
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We are seeking views on our proposal to amend our Accessible Travel Policy (ATP) Guidance to require all operators to determine redress for failed assistance where it has not been delivered as booked on a case-by-case basis. We are also inviting comments on any other matters in the ATP Guidance that relate to the redress requirements.

Improving assisted travel

15 May 2025
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Our Accessible Travel Policy guidance for train and station operators sets out the commitments they must include in their policies for helping older and disabled people to travel by rail.

Core complaints data

28 March 2025
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We are responsible for the collection, monitoring and publication of rail customer complaints.