Compensation and complaints

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.

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.

Annual rail consumer report 2023

12 July 2023
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Our annual report focusing on the performance of train operators and Network Rail in the consumer areas we regulate.

Complaints and compensation

31 March 2023
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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.