Consumer

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.

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.

A model for customer information management

29 July 2021
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We have challenged and worked with the rail industry to deliver a step change in customer satisfaction with information provision specifically through greater industry wide collaboration.

Train operators are meeting ORR’s challenge to improve rail accessibility experience, and must continue progress as passengers return

6 July 2021
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The Office of Rail and Road’s (ORR) annual rail consumer report shows that it has worked constructively across industry to deliver improvements for passengers, particularly on refund rights and accessibility, despite the challenges of the past year. The regulator also sets out its focus for the coming year on locking in these improvements through monitoring and enforcing adherence to its