Complaints handling procedures
18 April 2024
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Information on complaints handling procedures for train and station operators.
Publications
Here you'll find all our publications, reports, determinations and statements.
Accessible Travel Policy (ATP)
15 March 2024
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Train and station operators are required by their operating licences to establish and comply with an Accessible Travel Policy (ATP) which must be approved by us.
Online ticket retailers and fees
12 March 2024
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Our research and findings on the transparency of online rail ticket fees.
Passenger information licence conditions
8 March 2024
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Passenger train and station operators have information obligations in their licences.
Accessible Travel Policies (ATPs) decision letters
26 October 2023
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Accessible Travel Policies (ATPs) decision letters
Consultation on a draft Rail Ombudsman operating model
18 July 2023
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The May 2021 Plan for Rail states that ORR will take over responsibility from the Rail Delivery Group (RDG) for sponsoring the Rail Ombudsman.
Proposed modifications to the complaints handling obligations in rail operator licences
18 July 2023
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Notice of statutory consultations on changes to modify the Complaints Handling obligations in the rail licences and Statement of National Regulatory Provisions (SNRPs).
Annual rail consumer report 2023
12 July 2023
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Our annual report focusing on the performance of train operators and Network Rail in the consumer areas we regulate.
ORR research into accessibility
12 July 2023
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We regularly commission research, working with expert agencies and the rail industry to gather feedback on passengers' experiences of accessibility, and assisted travel services.
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5 July 2023
Improving Assisted Travel
8 June 2023
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Our Accessible Travel Policy guidance for train and station operators sets out the commitments they must include in their policies for helping older and disabled people to travel by rail.
Core complaints data
29 March 2023
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We are responsible for the collection, monitoring and publication of rail customer complaints.
Provision of rail timetable information
10 February 2023
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Rail timetable changes take place twice a year, usually in May and December. New timetables must be published 12 weeks in advance.
Complaints Code of Practice
2 February 2023
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Consultation on replacing our current guidance on complaints handling procedures for licence holders with a new Complaints Code of Practice (CoP).
Passenger Information Improvement Plan
22 November 2022
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We have asked that Network Rail, train and station operators work together under the governance structure of the Rail Delivery Group (RDG) Board to publish a Passenger Information Improvement Plan.
Tickets and fares
16 February 2022
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We are not the regulator for fares and have no role in relation to penalty fares.
Improving access to delay compensation – ORR's new licence condition
30 November 2021
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We have received licence holder consent for the new licence condition on delay compensation. We have therefore published notification of this licence change, which will come into force on the 1 April 2022.
Response to BEIS consultation on reforming competition and consumer policy
8 October 2021
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ORR response to BEIS consultation on reforming competition and consumer policy.
Passenger information
25 June 2021
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We ensure train companies provide accurate and timely information, particularly during disruption. We also investigate timetabling issues.
Towards accessible assisted travel information: A review of train and station operators’ compliance with Accessible Travel Policy website obligations
6 April 2021
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A review of train and station operators’ compliance with Accessible Travel Policy website obligations
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17 March 2021
Consultation on Accessible Travel Policy Guidance - accessibility of rail replacement services
16 September 2020
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Consultation to revise the Accessible Travel Policy (ATP) Guidance. This aims to improve the availability of accessible vehicles for use by disabled passengers during rail disruption, and to ensure passengers know where accessible buses and coaches will be operated.
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7 July 2020
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Our independent review of the Rail Ombudsman scheme after 12 months of its commencement.
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20 May 2020
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ORR letter to train operators, outlining how we will be holding train operating companies to account during the Coronavirus pandemic.