General enquiries & complaints

If you have an enquiry relating to our policies or functions, contact our Public Correspondence Team (PCT), using the details below. If you have a FOI request, view our FOI web page.

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.

Please read information about:

  1. Enquiries about fares and penalty fares
  2. Making a complaint about your train company 
  3. Compensation for train delays

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 Public Correspondence Team via:

email: contact.pct@orr.gov.uk

telephone: 020 7282 2000

post:

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