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.
Compensation and complaints
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.
Rail Regulator publishes passenger delay compensation claims data
10 January 2019
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Official statistics released for the first time today by the Office of Rail and Road (ORR) show there were around 3 million compensation claims made for rail delays between April and mid-October 2018, of which 84% were approved and 92% were closed within 20 working days.
ORR reviews rail compensation claims companies
20 November 2018
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The Office of Rail and Road (ORR) has today launched a market review into the role played by Delay Repay claims companies in helping passengers claim compensation when journeys are delayed, and, in helping train operators deal with claims more efficiently.
Progress for passengers but further improvement is needed
9 July 2018
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By Stephanie Tobyn, Deputy Director for Consumers.
Consultation on the scope of regulation for some categories of licence holder for Complaints Handling Procedures and Disabled People’s Protection Policies
19 December 2017
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Consultation on options for how we regulate obligations relating to Disabled People’s Protections Policies (DPPPs) and Complaints Handling Procedures (CHPs) for station licence holders and charter operators.
New Rail Ombudsman – Your views sought
26 September 2017
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By Marcus Clements, Head of Consumer Policy.
How ORR’s making it easier for passengers to claim delay compensation
Content archived on 09 May 2025
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By Stephanie Tobyn, Deputy Director for Consumers, Office of Rail and Road (ORR).
ORR acts to help rail passengers get compensation for train delays
Content archived on 09 May 2025
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The Office of Rail and Road (ORR) has looked at how train operators tell their passengers about compensation schemes, and how easy it is for passengers to claim compensation payments for train delays. We met with all train operators and reviewed their claims processes, websites and social media content.