Consumer

Improving Assisted Travel

8 June 2023
Our Accessible Travel Policy guidance for train and station operators sets out the commitments they must include in their policies for helping older and disabled people to travel by rail.

Complaints and compensation

31 March 2023
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.

Core complaints data

29 March 2023
We are responsible for the collection, monitoring and publication of rail customer 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).
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