Compensation and complaints
ORR appoints provider and strengthens Rail Ombudsman scheme for passengers
30 May 2023
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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
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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 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.
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).
New Complaints Code of Practice for train and station operators seeking final consent
10 October 2022
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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.
Better process for passengers to claim delay compensation from today
1 April 2022
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Passengers whose rail journeys are delayed now have an improved process for claiming compensation from today, 1 April 2022.
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.
Improving access to delay compensation – ORR's new licence condition
30 November 2021
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We have received licence holder consent for the new licence condition on delay compensation. We have therefore published notification of this licence change, which will come into force on the 1 April 2022.
The Rail Ombudsman – one year on
9 July 2020
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By Marcus Clements, Head of Consumer Policy