Changes to complaints handling guidance

Date published: 26 September 2017
Closing date: 7 November 2017

Proposals to introduce an Alternative Dispute Resolution (ADR) scheme in the rail sector will require changes to rail companies' Complaints Handling Procedures (CHPs). We are consulting on these changes.

Consultation document

Changes to complaints handling guidance - A consultation
26 September 2017

  • We seek views on the organization(s) to which consumers should be signposted when their complaint is unresolved.
  • We set out options for a time limit for informing consumers of their right to go to the ADR scheme.
  • We seek views on whether regulatory intervention is necessary to require membership of an ADR scheme.
  • We set out clarifications to the existing CHP guidance.

The Rail Minister has been leading discussions regarding the introduction of voluntary binding ADR in the rail sector which builds upon the current advocacy arrangements.

The Rail Delivery Group, working with others as part of an Ombudsman Task Force, has developed proposals which they envisage will see an ADR scheme for rail passengers introduced on a voluntary basis in early 2018.

A new ADR scheme will change the way that rail companies deal with complaints, and require changes to be made to their CHPs. In the consultation document we seek views those changes.

How to respond

Responses to this consultation are invited by Wednesday 7 November 2017 and should be sent in writing or by email to:

Consumer Policy Team
2nd Floor
Office of Rail and Road
One Kemble Street

Publishing your response

Information provided in response to this consultation, including personal information, may be subject to publication or disclosure in accordance with the Freedom of Information Act 2000 (FOIA) or the Environmental Information Regulations 2004.

If you want information that you provide to be treated as confidential, please be aware that, under the FOIA, there is a statutory Code of Practice with which public authorities must comply and which deals, amongst other things, with obligations of confidence.

In view of this it would be helpful if you could explain to us why you regard the information you have provided as confidential. If we receive a request for disclosure of the information, we will take full account of your explanation, but cannot give an assurance that confidentiality can be maintained in all circumstances. An automatic confidentiality disclaimer generated by your IT system will not, of itself, be regarded as binding on ORR.

We will process your personal data in accordance with the Data Protection Act (DPA) and in the majority of circumstances this will mean that your personal data will not be disclosed to third parties.

Format of responses

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