Helping you with your enquiry
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Crowding on trains
Complaints about crowding on trains should first be sent to the train company concerned. The train company has to respond to your concerns, explaining what went wrong and what they are doing to do to improve matters. More on crowding on trains.
Health and safety complaints
Complaints regarding health and safety can be sent to our customer correspondence team. They will then be forwarded to the relevant railway safety team member.
If you are a railway company employee and have a health and safety complaint that has not been successful with your manager, with the unions or with CIRAS, you may contact us and we will forward your complaint to the appropriate railway safety team member. Your confidentiality will be protected, if that is what you want.
Complaints about Network Rail
Network Rail is responsible for the railway network. This includes:
- line-side maintenance including vegetation and fencing
- track quality
- environmental issues such as noise and vibration, pollution and graffiti
- railway structures such as bridges, station buildings, overhead lines, tunnels and signalling
- network maintenance, particularly engineering work and speed restrictions
- property issues including changes to use of railway land
You should try to resolve your complaint with Network Rail first.
We provide information on what Network Rail is responsible for and how you can make a complaint or enquiry. But Network Rail's licence is designed so that our regulatory controls are at a high level, so we are unlikely to be able to intervene in many individual complaints.
We do not intervene in individual complaints. If you have a complaint, please first contact the relevant train company. Contact details for train companies can be found on the National Rail Enquiries website. If you are not satisfied with the train company’s response, you can contact Transport Focus or London TravelWatch.
If you are interested in our work for consumers, you can find more information on our website.
Complaints about us
We aim to provide an efficient and helpful service. However, if you are unhappy with the service you have received, please complain in writing to the senior executive in the customer correspondence team.
Your complaint will be acknowledged and forwarded to the relevant ORR director, who will investigate.
We aim to respond and investigate such complaints within 20 working days. If it becomes apparent that our investigation will take longer, we will inform you at the earliest opportunity.
If you remain dissatisfied, you may contact the Parliamentary Ombudsman to re-investigate the concerns you have raised.
The Parliamentary Ombudsman ensures that public bodies comply with the terms of their complaints handling procedure, and ensures that customers receive the service to which they are entitled.
Our customer correspondence team (CCT)
Our customer correspondence team (CCT) deals with enquiries and Freedom of Information (FOI) requests from members of the public.
We do not intervene in individual complaints. If you have a complaint, please first contact the relevant train company. If you are not satisfied with your train company’s response, you can contact Transport Focus or London TravelWatch. You may wish to also read our information for the public section.
We ensure that anyone who contacts us receives a prompt and full response to their comment or query. We aim to:
- provide you with a full response within 20 working days
- refer your correspondence to the most appropriate organisation or regulatory body if necessary
Customer correspondence team
Office of Rail and Road
One Kemble Street
Alternatively you can call us on the following telephone number:
020 7282 2000