Consumer law investigation and enforcement powers


The main consumer-facing conditions which we monitor and enforce are set out in this section.

Consumer law

Consumer law aims to ensure that businesses are fair and open in their dealings with consumers.

Online ticket retailers and fees

Our research and findings on the transparency of online rail ticket fees.

Audit of train company websites

Findings of our audit of train company websites against the retail information Code of Practice. 

Passengers' awareness of terms and conditions

We commissioned quantitative and focus group research to explore passengers’ awareness of terms and conditions.

Channel Tunnel COVID-19 enforcement

Rail operators using the Channel Tunnel have to ensure passengers meet Covid-19 regulations.