Information on complaints handling procedures for train and station operators.
Train and station operators are required by their operating licences to establish and comply with a procedure for handling complaints relating to licensed activities from customers and potential customers. This procedure is known as the 'complaints handling procedure' (CHP).
Prior to 1 April 2023, ORR approved licence holders’ CHPs with reference to its published guidance on complaints handling procedures for licence holders, 2015.
From 1 April 2023, ORR will no longer approve licence holders’ CHPs. Instead, licence holders will be required to establish and comply with a CHP that complies with ORR’s Complaints Code of Practice.
Alternative Dispute Resolution
The Alternative Dispute Resolution (ADR) scheme in the rail sector (the Rail Ombudsman) required changes to rail companies' Complaints Handling Procedures (CHPs) and licences.
In 2020 we published a Review of the Rail Ombudsman.
To monitor for compliance and the effectiveness of individual CHPs we will use evidence such as:
- Core data sets, including information on the number, type, and underlying cause of complaints.
- The ease with which passengers can make complaints, for example the accessibility of website information, passenger information provided at stations and information made available through social media.
- Other relevant information published by licence holders such as the level of proactivity around communicating entitlements to compensation.
- Feedback from Transport Focus, London TravelWatch, the Rail Ombudsman and other third parties including, for example, the results of mystery shopping exercises.
- Bespoke research conducted by ORR or in conjunction with Transport Focus and London TravelWatch.
- Consumer insight gained by way of individual consumer complaints made to ORR.
2015 guidance on complaints handling procedures
In September 2015 we published guidance on complaints handling procedures for licence holders. This followed a lengthy period of consultation with stakeholders.
On 1 April 2023 this guidance was replaced by ORR’s Complaints Code of Practice.