Consumer

Rail regulator’s review could reduce costly ticket refund admin fees

16 February 2022
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The Office of Rail and Road (ORR) has today called on train ticket retailers to reflect the actual costs incurred when charging administration fees on train ticket refunds. Although the current cap on admin fees is set at £10, ORR has found that on average the actual costs of processing refunds amount to less than £5.

Core complaints data

14 February 2022
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We are responsible for the collection, monitoring and publication of rail customer complaints.

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 Assisted Travel

14 December 2021
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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.

Rail ADR Scheme Council

25 November 2021
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The Rail Ombudsman provides the Alternative Dispute Resolution (ADR) service for the rail industry.