Compensation and complaints

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).

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.

Complaints and compensation

26 April 2022
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.

Rail regulator acts to make claiming for train delays easier

15 December 2021
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.

Rail ADR Scheme Council

25 November 2021
The Rail Ombudsman provides the Alternative Dispute Resolution (ADR) service for the rail industry.