Core complaints data


We are responsible for the collection, monitoring and publication of rail customer complaints.

We are responsible for monitoring compliance with how train and station operators handle customer complaints, this is known as the ‘Complaints handling procedure (CHP)’. The data we collect is used to monitor compliance.

Complaints data we publish

We publish the following complaints data on a quarterly basis, at both national level and by train operator.

  • Complaints volumes
  • Complaints rate per 100,000 journeys
  • Complaints categories
  • Complaints responded to within 10 and 20 working days
  • Complaints contact method

The complaints data can be accessed on our Data Portal, with statistics made available by quarter and financial year in a statistical release, data tables and an interactive dashboard.

Complaints data submission

Train operators must use one of the templates found under related publications below to submit data to ORR.

Guidance to explain the requirements for the data collection can also be found in the related publications section.

Guidance on complaints handling procedures for licence holders is available.

For further information regarding complaints data or if you have any comments, please email

ORR core data compliance reporting

Train operators are required to provide us with performance data in relation to their passenger-facing activities. This data provides a way for these companies to demonstrate they are complying with their obligations to passengers in relation to complaints handling procedures (CHPs), accessible travel policies (ATPs), delay compensation, and other consumer-related areas. It also allows us to monitor operators' progress in these areas over time and improves transparency and accountability for passengers.

As part of these arrangements we also require operators to sign a letter at the outset of each reporting year to provide assurance that the data they provide has been submitted following the consistent approach set out in the ORR core data guidance and is an accurate reflection of their performance.

Background to complaints data

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In 2010, following an agreement with DfT, we took responsibility for collecting the complaints data directly from the train operators.

Since taking on this role we have worked closely with operators to improve the quality of data collected. Further details can be found in the quality and methodology report that is published on the Passenger rail service complaints page of ORR’s data portal.