Core complaints data
29 March 2023
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We are responsible for the collection, monitoring and publication of rail customer complaints.
Consumer
Provision of rail timetable information
10 February 2023
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Rail timetable changes take place twice a year, usually in May and December. New timetables must be published 12 weeks in advance.
Rail regulator welcomes improved timetable recovery plan from Avanti
10 February 2023
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The Office of Rail and Road has secured key improvements to how Avanti passengers plan and book their journeys.
Complaints Code of Practice
2 February 2023
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Consultation on replacing our current guidance on complaints handling procedures for licence holders with a new Complaints Code of Practice (CoP).
ORR calls for all train companies to implement automatic passenger information notifications
30 January 2023
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The Office of Rail and Road (ORR) has today called for all train companies to implement a system that automatically notifies passengers who have booked tickets online if their trains are cancelled or changed before travel.
Rail regulator calls for improvement after Avanti’s timetable recovery plan stalls
24 January 2023
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Passengers attempting to access timetable information and book tickets for Avanti West Coast services have faced frustrating and enduring problems in recent months.
Smarter Information, Smarter Journeys
22 November 2022
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Train operators in Great Britain must provide appropriate, accurate and timely information as a licence condition, condition 4 of the Passenger Licence and GB Statement of National Regulatory Provisions.
Passenger Information Improvement Plan
22 November 2022
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We have asked that Network Rail, train and station operators work together under the governance structure of the Rail Delivery Group (RDG) Board to publish a Passenger Information Improvement Plan.
Spotlight on ORR staff better understanding disabled passenger journeys
7 November 2022
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Members of the consumer team explored first-hand what travel is like for disabled passengers.
New Complaints Code of Practice for train and station operators seeking final consent
10 October 2022
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The Office of Rail and Road has today published the final version of a new Complaints Code of Practice (CoP) for train and station operators.