General enquiries

If you have an enquiry relating to our policies or functions, contact our Customer Correspondence Team (CCT), using the details below. If you have a FOI request, use our FOI request form.

Please note, ORR has no direct role in dealing with individual disputes between customers and train operators or Network Rail. If your query relates to this, please look at our Help for passengers section.

We ensure that anyone who contacts us receives a prompt and full response to their comment or query. We aim to:

  • Provide you with a full response within 20 working days
  • Refer your correspondence to the most appropriate organisation or regulatory body if necessary

Contact our Customer Correspondence Team via:


telephone: 020 7282 2000


Customer Correspondence Team
Office of Rail and Road
25 Cabot Square
E14 4QZ

or use the form below: