Complaints and compensation

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

Where things go wrong passengers expect their complaints to be dealt with quickly and efficiently.

Train and station licence holders are required by their operating licence to have a Complaints Handling Procedure (CHP) which has been approved by ORR by reference to its published guidance.

These set out how companies should go about meeting the expectations of their customers when they make a complaint.

If they are unable to do so, passengers can seek redress through the Rail Ombudsman. Where appropriate, they can also make use of other arrangements such as delay compensation.