Compensation and complaints

Complaints Code of Practice

2 February 2023
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Consultation on replacing our current guidance on complaints handling procedures for licence holders with a new Complaints Code of Practice (CoP).

Rail regulator acts to make claiming for train delays easier

15 December 2021
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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.

Changes to complaints handling

29 July 2019
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We have published the results of research which reviews complaints handling in regulated sectors which have an ombudsman.

ORR's advice to the Williams Rail Review

26 July 2019
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This document is the Office of Rail and Road's submission to The Williams Rail Review. It is in response to a request from Mr Williams, made in February 2019 at the annual Bradshaw address.

ORR urges sweeping reforms on accessibility and compensation

16 July 2019
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Assisted travel reforms include improving the reliability of assistance for passengers, a shorter timeframe for booking assistance, and compensation when things go wrong. ORR recommends that train operators must tell passengers of their right to compensation during a journey and settle claims within 20 days.