Consumer

Rail regulator assumes sponsorship of the Rail Ombudsman

26 November 2023

The Office of Rail and Road (ORR) has this weekend begun its sponsorship of the Rail Ombudsman. This fulfils the Plan for Rail commitment for ORR to take on this role and will allow it to hold the provider to account for the independent and impartial delivery of the service.

Know your rail rights

19 September 2023

A guide for rail passengers on how to get refunds and compensation, how to make a complaint and other information for travellers on Britain's railways.

ORR welcomes improvements in notifications of alterations to pre-booked trains but better explanation of passengers’ options needed

6 September 2023

The Office of Rail and Road has written to train operators saying that ticket retailers need to build on the good progress of automatic notifications, by providing improved clarity for passengers regarding their rights where there are changes to booked trains.

Proposed modifications to the complaints handling obligations in rail operator licences

18 July 2023

Notice of statutory consultations on changes to modify the Complaints Handling obligations in the rail licences and Statement of National Regulatory Provisions (SNRPs).

Consultation on a draft Rail Ombudsman operating model

18 July 2023

The May 2021 Plan for Rail states that ORR will take over responsibility from the Rail Delivery Group (RDG) for sponsoring the Rail Ombudsman.

Improve reliability of passenger assistance, ORR tells rail industry

12 July 2023

The rail industry needs to provide more reliable assistance for disabled passengers says the Office of Rail and Road (ORR), following research involving more than 8,100 passengers.

Passengers with disabilities

5 July 2023

All train and station operators are required to have an Accessible Travel Policy (ATP), which sets out their arrangements and commitments to support disabled and older passengers in completing their journey by rail.

Rail regulator review shows improvements to delay compensation claim process, but improved messaging required on how and when to claim

29 June 2023

ORR welcomes progress by industry in training staff to support disabled passengers

8 June 2023

In a letter to industry, the Office of Rail and Road (ORR) has praised train operators and Network Rail for their disability awareness refresher training.

ORR appoints provider and strengthens Rail Ombudsman scheme for passengers

30 May 2023

The Office of Rail and Road (ORR) has today announced Dispute Resolution Ombudsman (DRO) as the provider of the new ORR-sponsored Rail Ombudsman scheme.

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