Compensation and complaints

By Marcus Clements, Head of Consumer Policy.

By Stephanie Tobyn, Deputy Director for Consumers, Office of Rail and Road (ORR).

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.

Better information and stronger monitoring of standards are among recommendations called for today by the Office of Rail and Road (ORR) to help rail passengers get more of the compensation they are due from delays.

ORR’s Deputy Director for Consumers, Stephanie Tobyn, is leading ORR’s response to Which?’s super-complaint on rail passenger compensation and gives an update.

The Office of Rail and Road’s response after receiving a super-complaint from Which? requesting a review of rail passenger compensation arrangements and practices within the industry when train services are delayed. Over the next 90 days, we’ll examine and test the evidence to determine whether the complaint requires further action.

At the Office of Road and Rail (ORR), we've been reviewing how train and station operators handle passenger complaints. Passengers should be at the heart of the railway, and central to this, they now play an increasingly important role in the operation of the railway; both by contributing to a growing share of its running costs but also providing valuable feedback to ensure services better meet

The Office of Rail and Road (ORR) has issued new guidance on complaints handling procedures (CHPs) for the rail industry.