We undertake a range of work to improve the passenger experience in areas such as compensation, retailing of train tickets and passenger accessibility.
We approve train operator policies for disabled passengers, promote accessibility and aim to eliminate discrimination.
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.
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.
Consumer law / Licence obligations
The main consumer-facing conditions which we monitor and enforce are set out in this section.