Compensation and complaints

ORR appoints provider and strengthens Rail Ombudsman scheme for passengers

30 May 2023

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.

How driving improvements in complaints handling can lead to a better passenger experience

31 March 2023

Nobody wants things to go wrong on their train journey. But when they do, it is important that there are effective means in place for passengers to submit complaints, and for train operators to be able to put things right.

Complaints handling procedures

31 March 2023

Information on complaints handling procedures for train and station operators.

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.

Proposed modifications to the complaints handling obligations in rail operator licences

2 February 2023

Notice of statutory consultations on changes to modify the Complaints Handling obligations in the rail licences and Statement of National Regulatory Provisions (SNRPs).

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).

Consultation on a draft Rail Ombudsman operating model

20 October 2022

The May 2021 Plan for Rail states that ORR will take over responsibility from the Rail Delivery Group (RDG) for sponsoring the Rail Ombudsman.

New Complaints Code of Practice for train and station operators seeking final consent

10 October 2022

The Office of Rail and Road has today published the final version of a new Complaints Code of Practice (CoP) for train and station operators.

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.

Better process for passengers to claim delay compensation from today

1 April 2022

Passengers whose rail journeys are delayed now have an improved process for claiming compensation from today, 1 April 2022.

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