Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out requirements on what these procedures should contain.
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 establish and comply with a Complaints Handling Procedure (CHP). From 1 April 2023, these CHPs must comply with ORR’s Complaints Code of Practice.
CHPs 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.
When passengers are delayed beyond a certain length of time they become entitled to claim compensation, regardless of whether the company they are travelling with is responsible for the delay they have experienced.
Rail ADR Scheme Council
The Rail Ombudsman provides the Alternative Dispute Resolution (ADR) service for the rail industry.
Complaints handling procedures
Information on complaints handling procedures for train and station operators.
Core complaints data
We are responsible for the collection, monitoring and publication of rail customer complaints.