Protecting consumers

Train companies have a number of consumer facing obligations and it is important that passengers get the service to which they are entitled.

We oversee a number of these obligations which sit in train companies’ licences and in general consumer law (other sit, for example in train companies’ franchise agreements with Government).

Take part in our Improving Assisted Travel consultation

We have launched this consultation alongside the publication of three research reports. We are consulting on potential improvements to Assisted Travel.

This consultation closes on 31 January 2018.

Consumer law

Consumer law aims to ensure that businesses are fair and open in their dealings with consumers. Our powers cover rail passengers and the companies they deal with.

Licence obligations to consumers

Train and station operators are required to comply with a range of conditions in their licences. The main consumer-facing conditions which are monitored and enforced by us are set out in this section.

What we do for consumers

We undertake a range of work to improve the passenger experience in areas such as compensation, retailing of train tickets and passenger accessibility.


Measuring Up - Annual rail consumer report

This is our annual rail consumer report showing how the rail industry is delivering for passengers. It focuses on help for disabled passengers, complaints handling and passenger information.