Rail

Complaints handling procedures decision letters

31 March 2023

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

Complaints and compensation

31 March 2023

Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out requirements on what these procedures should contain.

The Rail and Road Pod Episode 17: John Larkinson on Rail Reform

30 March 2023

We join ORR Chief Executive John Larkinson at the Accelerate Rail event as he discusses ORR's role in rail reform.

Improvement notices 2021

28 March 2023

This page contains details of improvement notices issued in 2021.

Connection contracts

27 March 2023

This page contains the application form, model contracts, general approval and information relating to connection contracts.

Pre-cancellation issues continue as new data shows almost a quarter of all TransPennine Express trains cancelled

17 March 2023

Statistics published today by the Office of Rail and Road show that for the four weeks between 5 February and 4 March, TransPennine Express’ cancellation score worsened from 7.2% to 23.8% when adjusted to include pre-cancellations due to a shortage of available train crew.

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Rail

Complaints handling procedures decision letters

Complaints and compensation

The Rail and Road Pod Episode 17: John Larkinson on Rail Reform

Improvement notices 2021

Connection contracts

Pre-cancellation issues continue as new data shows almost a quarter of all TransPennine Express trains cancelled

Railway Safety Regulations 1999

HS1 applications, decisions and consolidated agreements

Regulator’s latest statistics confirm worsening train reliability

Licences by company F - J