Consumer

Improving Assisted Travel

8 June 2023

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.

ORR welcomes progress by industry in training staff to support disabled passengers

8 June 2023

In a letter to industry, the Office of Rail and Road (ORR) has praised train operators and Network Rail for their disability awareness refresher training.

ORR appoints provider and strengthens Rail Ombudsman scheme for passengers

30 May 2023

The Office of Rail and Road (ORR) has today announced Dispute Resolution Ombudsman (DRO) as the provider of the new ORR-sponsored Rail Ombudsman scheme.

How driving improvements in complaints handling can lead to a better passenger experience

31 March 2023

Nobody wants things to go wrong on their train journey. But when they do, it is important that there are effective means in place for passengers to submit complaints, and for train operators to be able to put things right.

Complaints handling procedures

31 March 2023

Information on complaints handling procedures for train and station operators.

Complaints and compensation

31 March 2023

Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out requirements on what these procedures should contain.

Core complaints data

29 March 2023

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

Provision of rail timetable information

10 February 2023

Rail timetable changes take place twice a year, usually in May and December. New timetables must be published 12 weeks in advance.

Rail regulator welcomes improved timetable recovery plan from Avanti

10 February 2023

The Office of Rail and Road has secured key improvements to how Avanti passengers plan and book their journeys.

Proposed modifications to the complaints handling obligations in rail operator licences

2 February 2023

Notice of statutory consultations on changes to modify the Complaints Handling obligations in the rail licences and Statement of National Regulatory Provisions (SNRPs).

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