Complaints handling procedures decision letters


This page features previously published decision letters setting out ORR’s approval of licence holders’ complaints handling procedures (CHPs). 

From 1 April 2023 ORR no longer approves licence holders’ CHPs. Instead licence holders are required to establish and comply with a CHP that complies with ORR’s Complaints Code of Practice

Decision letters

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Licence holder Status Approval date ORR decision letter
SE Trains Limited (Southeastern) Approval 20/12/2021 SE Trains (Southeastern) approval letter
East Coast Trains Limited Approval 15/06/2021 East Coast Trains Limited (Lumo) CHP - Approval letter
Arriva Rail London Approval 07/11/2016 ARL CHP approval letter 
Avanti West Coast Approval 21/11/2019 Avanti West Coast approval letter
c2c Approval 29/10/2014 c2c CHP approval letter 
Caledonian Sleeper Review 05/03/2015

Caledonian Sleeper CHP

Review approval 
Chiltern Railways Approval 29/09/2016 Chiltern CHP approval letter 
CrossCountry Approval 01/10/2016 CrossCountry CHP approval letter 
CrossCountry Review 28/06/2018 CrossCountry Revised CHP - June 2018
East Midlands Railway Approval 07/08/2019 East Midlands Railway CHP - August 2019
Eurostar Approval 27/03/2017 Eurostar CHP approval letter 
First MTR South Western Trains Ltd Approval 10/08/2017 First MTR South Western Trains CHP approval letter 
Glasgow Prestwick Approval 16/01/2017 Glasgow Prestwick CHP approval letter 
Govia Thameslink Railway & Southern Approval 20/10/2016 GTR & Southern CHP approval letter 
Grand Central Approval 14/02/2017 Grand Central CHP approval letter 
Greater Anglia Review 06/10/2016 Greater Anglia CHP review approval 
GWR Approval 07/11/2016 GWR CHP approval letter 
Heathrow Express Approval 24/02/2017 Heathrow Express CHP approval letter 
Hull Trains Approval 19/09/2016 Hull Trains CHP approval letter 
Locomotive Services Ltd Approval 03/08/2017 Locomotive Services CHP approval letter 
Locomotive Services Ltd Review 23/05/2018 Locomotive Services revised CHP April 2018
London North Eastern Railway Ltd (LNER) Approval 17/08/2018 LNER CHP approval letter 
London Underground Approval 09/11/2016 London Underground CHP approval letter 
Merseyrail Approval 18/03/2016 Merseyrail CHP approval letter
Merseyrail Review 13/03/2018 Merseyrail revised CHP March 2018
MTR Crossrail Approval 27/05/2015 MTR Crossrail CHP approval letter 
Network Rail Approval 21/09/2016 Network Rail CHP approval letter PDF icon PDF, 767 Kb 
Northern Approval 17/03/2016 Northern CHP approval letter
Rail Operations Group Approval 25/07/2016 ROG CHP approval letter 
ScotRail Review 03/03/2016 Review approval 
ScotRail Review 26/07/2018 ScotRail revised CHP - December 2018
Stobart Rail Approval 22/08/2016 Stobart Rail CHP approval letter 
Southeastern Approval 15/08/2016 Southeastern CHP approval letter 
Southeastern Review 07/08/2018 Southeastern revised CHP - November 2018
Transport for Greater Manchester (TfGM) Approval 22/12/2020 TfGM CHP approval letter
TfL Rail Approval 09/11/2016 TfL Rail CHP approval letter 
TransPennine Express Approval 15/03/2016 TPE CHP approval letter 
Transport for Wales Approval 16/03/2021 Transport for Wales CHP approval letter
Tyne and Wear Metro Approval 21/09/2016 TW Metro CHP approval letter 
Tyne and Wear Metro Review 26/07/2018 TW Metro revised CHP - October 2018
Vintage Trains Ltd Approval 05/09/2018 Vintage Trains CHP approval letter 
West Midlands Trains Ltd Approval 08/12/2017 WMT CHP approval letter 

Archived decision letters

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Licence holder Status Approval date ORR decision letter
Abellio Greater Anglia Approval 11/08/2016 Abellio Greater Anglia decision letter
Abellio ScotRail Approval 30/03/2015 Abellio ScotRail decision letter
Arriva Trains Wales Approval 01/10/2016 ATW CHP approval letter 
East Midlands Trains Approval 01/10/2016 EMT CHP approval letter
East Midlands Trains Review 28/11/2018         EMT revised CHP - November 2018
Greater Anglia Approval 11/08/2016 Greater Anglia CHP
London Midland Approval 01/11/2016 London Midland decision letter
London Overground Approval 15/08/2016 London Overground decision letter
Merseyrail Approval 18/03/2016 Merseyrail CHP approval letter
ScotRail Approval 30/03/2015 ScotRail CHP  
Serco Caledonian Sleeper Approval 05/03/2015 Serco Caledonian Sleeper decision letter
South Western Trains Approval 27/09/2016 South Western Trains decision letter
Transport for Wales Approval 24/09/2018 Transport for Wales CHP approval letter
Virgin Trains Approval 23/09/2016 Virgin CHP approval letter
Virgin Trains East Coast Approval 03/10/2016 Virgin Trains East Coast decision letter