Protecting rail passengers


We undertake a range of work to improve the passenger experience in areas such as compensation, retailing of train tickets and passenger accessibility.

Know your rail rights

We have launched this campaign to better empower rail passengers.

Annual rail consumer report

Our annual report focusing on the performance of train companies and Network Rail in the consumer areas we regulate.

Passenger assistance

We approve train operator policies for disabled passengers, promote accessibility and aim to eliminate discrimination.

Passenger information

We ensure train companies provide accurate and timely information, particularly during disruption. We also investigate timetabling issues.

Complaints & compensation

Our role is to set complaint handling procedures and monitor train and station operators against these.

Tickets & fares

Details of our research on ticket machine use. We are not the regulator for fares and have no role in relation to penalty fares.

Consumer law investigation and enforcement powers

The main consumer-facing conditions which we monitor and enforce are set out in this section.