Consumer

Complaints and compensation

26 April 2022
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Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out guidance and requirements on what these procedures should contain.

Tickets and fares

16 February 2022
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We are not the regulator for fares and have no role in relation to penalty fares.

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.