Compensation and complaints

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.

Complaints Code of Practice

2 February 2023
Consultation on replacing our current guidance on complaints handling procedures for licence holders with a new Complaints Code of Practice (CoP).

Annual rail consumer report 2022

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