Annual rail consumer report 2022
7 July 2022
Body
Our annual report focusing on the performance of train companies and Network Rail in the consumer areas we regulate.
Compensation and complaints
Complaints Code of Practice: Consultation response and second consultation
28 June 2022
Body
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.
Complaints and compensation
26 April 2022
Body
Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out guidance and requirements on what these procedures should contain.
Better process for passengers to claim delay compensation from today
1 April 2022
Body
Passengers whose rail journeys are delayed now have an improved process for claiming compensation from today, 1 April 2022.
Rail regulator acts to make claiming for train delays easier
15 December 2021
Body
Simpler ways for passengers to claim compensation for train delays have come a step closer. The Office of Rail and Road (ORR) has now finalised a new licence condition on train companies which they must comply with by next April.
Improving access to delay compensation – ORR's new licence condition
30 November 2021
Body
We have received licence holder consent for the new licence condition on delay compensation. We have therefore published notification of this licence change, which will come into force on the 1 April 2022.
Rail ADR Scheme Council
25 November 2021
Body
The Rail Ombudsman provides the Alternative Dispute Resolution (ADR) service for the rail industry.
Know your rail rights
17 December 2020
Body
Working to empower rail passengers.
The Rail Ombudsman – one year on
9 July 2020
Body
By Marcus Clements, Head of Consumer Policy
Rail regulator proposes better way to claim compensation for delays
30 June 2020
Body
Passengers will be able to claim compensation more easily when their train is delayed under a new licence condition proposed today by the Office of Rail and Road (ORR).