Consumer

Smarter Information, Smarter Journeys

22 November 2022
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Train operators in Great Britain must provide appropriate, accurate and timely information as a licence condition, condition 4 of the Passenger Licence and GB Statement of National Regulatory Provisions.

Passenger Information Improvement Plan

22 November 2022
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We have asked that Network Rail, train and station operators work together under the governance structure of the Rail Delivery Group (RDG) Board to publish a Passenger Information Improvement Plan.

Improving Assisted Travel

28 September 2022
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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.

Annual rail consumer report 2022

7 July 2022
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Our annual report focusing on the performance of train companies and Network Rail in the consumer areas we regulate.

Complaints Code of Practice

28 June 2022
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In August 2021 we launched a consultation on replacing our current guidance on complaints handling procedures for licence holders with a new Complaints Code of Practice (CoP).