Compensation and complaints

Consultation on Accessible Travel Policy (ATP) Guidance redress requirements

30 May 2025

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.

Complaints handling procedures

19 March 2025

Information on complaints handling procedures for train and station operators.

Rail compensation

6 November 2024

When passengers are delayed beyond a certain length of time they become entitled to claim compensation, regardless of whether the company they are travelling with is responsible for the delay they have experienced.

The Rail Ombudsman

29 August 2024

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.

Annual rail consumer reports

11 July 2024

Our annual reports focusing on the performance of train operators and Network Rail in the consumer areas we regulate.

Regulator calls on rail operators to improve complaints processes and redress provision for disabled passengers

18 April 2024

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

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.

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