Know your rail rights
7 April 2026
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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.
Compensation and complaints
Rail regulator tightening up accessible travel redress rules
29 October 2025
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The Office of Rail and Road (ORR) has made it mandatory for all rail operators to assess redress claims from passengers whose booked assistance failed, on a case-by-case basis. The change is detailed in an update to the regulator’s Accessible Travel Policy (ATP) Guidance.
Consultation on Accessible Travel Policy (ATP) Guidance redress requirements
29 October 2025
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Sought 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 also invited comments on any other matters in the ATP Guidance that relate to the redress requirements.
Complaints and compensation
23 October 2025
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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.
Annual rail consumer reports
11 July 2025
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Our annual reports focusing on the performance of train operators and Network Rail in the consumer areas we regulate.
Complaints handling procedures
19 March 2025
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Information on complaints handling procedures for train and station operators.
Rail compensation
6 November 2024
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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
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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.
Regulator calls on rail operators to improve complaints processes and redress provision for disabled passengers
18 April 2024
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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
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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.