Contact us

There are a number of ways you can get in touch – please choose from one of the following options.

Os ydych chi am cysylltu â ni trwy gyfrwng y Gymraeg, danfonwch e-bost i cymraeg@orr.gsi.gov.uk.

Complaints and general enquiries from members of the public

For general enquiries or complaints get in touch with the customer correspondence team using our contact form below.

Alternatively call us on the following telephone number: 020 7282 2000.

Read our guide for further information about your rights and different types of complaints.

Make a complaint or general enquiry
What's your query?

Reporting serious railway incidents

The numbers below are for the reporting of serious railway incidents by telephone.

Only call these numbers if you are:

  • a railway dutyholder (for example a train operating company, track worker, etc.)
  • the Police
  • or other organisation seeking to report a major railway incident under RIDDOR .

Monday to Friday, from 09:00 to 17:30 hrs - Telephone: 020 7282 3910.

Outside these hours, weekends and public holidays please call the Department for Transport (DfT) Duty Officer on: 020 7944 5445.

Non serious railway incidents

Incidents that are not serious and do not require immediate attention should be reported using:

  • our online reporting form if you are a non-mainline dutyholder or a mainline railway dutyholder not using the Rail Safety and Standards Board's Safety Management Information System (SMIS) (guidance on completing the online form pdf icon PDF, 220 Kb is available); or
  • SMIS if you are a mainline railway dutyholder; or
  • London Underground's Safety and Environment Analysis database (LUSEA) if you are London Underground.

For enquiries on using the online reporting form, please email: riddor.reporting@orr.gsi.gov.uk. This email should not be used to report any incident. If you have a general query or a complaint please see Complaints and general queries above.

Read more about how to report incidents.

Media relations

The media relations team is available to help journalists writing for the national, regional, trade and specialist media, and as the first point of contact for all breaking news and major developments, including interview requests, statistics and diary information.

Media relations team:

  • Ankeeta Munsi, Corporate Communications & Digital Engagement Manager, 020 7282 2016
  • Brian Clarke, Media Relations Officer, 020 7282 2094

Out of hours media enquiries: 020 7282 3882

Reporting a breach of competition law

Reports from consumers and businesses about anti-competitive behaviour or problems in markets are vital in helping the ORR to ensure that the rail market is competitive and fair, please read our guidance.

Planning applications

Planning applications - for information on how to consult ORR on local planning, please read our guidance.

If you have any further queries, please contact our customer correspondence team.

Contact the rail statistics team

If you have any questions, comments or suggestions about statistics please contact the rail statistics team.

Web team

For queries about the website and to report issues such as broken links or problems with accessibility please email: webteam@orr.gsi.gov.uk.