Changes to complaints handling
Consultation on modifying licence condition 6 (complaints handling)
Date published: 26 July 2018
Closing date: 20 September 2018
Following the outcome of our consultation regarding changes complaints handling guidance (see below) we have published a consultation on modifying licence condition 6 to make membership of the Alternative Dispute Resolution (ADR) scheme in the rail sector a mandatory requirement. The consultation closes on Thursday 20 September 2018.
How to respond
We would welcome your views by 20 September 2018. Please send your response in writing or by email to:
Consumer Policy Team
Office of Rail and Road
One Kemble Street
Changes to complaints handling guidance
Our decision letter details the outcome of our September 2017 consultation regarding the changes necessary to complaints handling guidance to facilitate the introduction of an Alternative Dispute Resolution (ADR) scheme in the rail sector (the Rail Ombudsman).
Changes to complaints handling guidance – decision letter
Published 8 February 2018
Our decision is that:
- consumers should be signposted directly to the ADR scheme;
- the time limit for signposting should be eight weeks; and
- we are minded to modify the complaints handling licence condition to require membership of an ADR scheme within six months of scheme commencement and will consult on doing so.
Published 8 February 2018
September 2017 consultation
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 have consulted on these changes.
Changes to complaints handling guidance - A consultation
26 September 2017
- We sought 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 sought 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.