Annual rail consumer reports
11 July 2024
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Our annual reports focusing on the performance of train operators and Network Rail in the consumer areas we regulate.
Compensation and complaints
Complaints handling procedures
18 April 2024
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Information on complaints handling procedures for train and station operators.
Regulator calls on rail operators to improve complaints processes and redress provision for disabled passengers
18 April 2024
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The Office of Rail and Road’s report, published today, finds some disabled passengers have experienced accessibility difficulties with the rail complaints process. There is also a lack of awareness of how to seek redress for booked assistance failures.
Rail regulator assumes sponsorship of the Rail Ombudsman
26 November 2023
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The Office of Rail and Road (ORR) has this weekend begun its sponsorship of the Rail Ombudsman. This fulfils the Plan for Rail commitment for ORR to take on this role and will allow it to hold the provider to account for the independent and impartial delivery of the service.
The Rail Ombudsman
26 November 2023
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ORR sponsors the Rail Ombudsman, which is a free, impartial and independent service that passengers can use to escalate unresolved complaints about train and station operators.
Know your rail rights
19 September 2023
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A guide for rail passengers on how to get refunds and compensation, how to make a complaint and other information for travellers on Britain's railways.
Proposed modifications to the complaints handling obligations in rail operator licences
18 July 2023
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Notice of statutory consultations on changes to modify the Complaints Handling obligations in the rail licences and Statement of National Regulatory Provisions (SNRPs).
Consultation on a draft Rail Ombudsman operating model
18 July 2023
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The May 2021 Plan for Rail states that ORR will take over responsibility from the Rail Delivery Group (RDG) for sponsoring the Rail Ombudsman.
ORR appoints provider and strengthens Rail Ombudsman scheme for passengers
30 May 2023
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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.