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).

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.

Changes to complaints handling

29 July 2019
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
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
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.