Complaints handling procedures (CHPs) decision letters

Once we have given our approval to a CHP we will publish a decision letter summarising areas of good practice and innovation, alongside a copy of the final CHP.

Licence holders are required to submit their CHP for approval where a material change has been made. Changes are classed as material where they constitute a substantive change to the policy itself and impact on the assistance provided to passengers. Licence holders are required to confirm to us that they have conducted a review, and that there has been no material change (if this is the case).

The end column provides a link to the latest version of the operator's CHP, where it exists, which has been updated by the licence holder but the changes made did not require regulatory approval as they were not deemed to be material.

Licence holderStatus Approval date ORR decision letter Link to current document
Arriva Rail London Approval 07/11/2016 ARL CHP approval letter pdf icon PDF, 292 Kb  
Arriva Trains Wales Approval 01/10/2016 ATW CHP approval letter pdf icon PDF, 3,744 Kb  
c2c Approval 29/10/2014 c2c CHP approval letter pdf icon PDF, 345 Kb  
Caledonian Sleeper Review 05/03/2015

04/05/2017
Caledonian Sleeper CHP pdf icon PDF, 1,852 Kb

Review approval pdf icon PDF, 1,852 Kb 
 
Chiltern Railways Approval 29/09/2016 Chiltern CHP approval letter pdf icon PDF, 2,655 Kb  
CrossCountry Approval 01/10/2016 CrossCountry CHP approval letter pdf icon PDF, 969 Kb  
East Midlands Trains Approval 01/10/2016 EMT CHP approval letter pdf icon PDF, 843 Kb  
Eurostar Approval 27/03/2017 Eurostar CHP approval letter pdf icon PDF, 187 Kb  
First MTR South Western Trains Ltd Approval 10/08/2017 First MTR South Western Trains CHP approval letter pdf icon PDF, 965 Kb  
Glasgow Prestwick Approval 16/01/2017 Glasgow Prestwick CHP approval letter pdf icon PDF, 1,006 Kb  
Govia Thameslink Railway & Southern Approval 20/10/2016 GTR & Southern CHP approval letter pdf icon PDF, 268 Kb  
Grand Central Approval 14/02/2017 Grand Central CHP approval letter pdf icon PDF, 1,329 Kb  
Greater Anglia Review 11/08/2016

06/10/2016
Greater Anglia CHP pdf icon PDF, 809 Kb

Review approval pdf icon PDF, 1,329 Kb 
 
GWR Approval 07/11/2016 GWR CHP approval letter pdf icon PDF, 2,799 Kb  
Heathrow Express Approval 24/02/2017 Heathrow Express CHP approval letter pdf icon PDF, 1,606 Kb  
Hull Trains Approval 19/09/2016 Hull Trains CHP approval letter pdf icon PDF, 607 Kb  
Locomotive Services Ltd Approval 03/08/2017 Locomotive Services CHP approval letter pdf icon PDF, 550 Kb  
London North Eastern Railway Ltd (LNER) Approval 17/08/2018 LNER CHP approval letter pdf icon PDF, 1,020 Kb  
London Underground Approval 09/11/2016 London Underground CHP approval letter pdf icon PDF, 309 Kb  
MerseyrailApproval18/03/2016
13/05/2018
Merseyrail CHP approval letter 
MTR Crossrail Approval 27/05/2015 MTR Crossrail CHP approval letter pdf icon PDF, 3,182 Kb  
Network Rail Approval 21/09/2016 Network Rail CHP approval letter PDF icon PDF, 767 Kb  
Northern Approval 17/03/2016 Northern CHP approval letter pdf icon PDF, 503 Kb
Letter from Northern Rail re Condition 6
 
Rail Operations Group Approval 25/07/2016 ROG CHP approval letter pdf icon PDF, 1,812 Kb  
ScotRail Review 30/03/2015

03/03/2016
ScotRail CHP pdf icon PDF, 750 Kb

Review approval pdf icon PDF, 750 Kb 
 
Stobart Rail Approval 22/08/2016 Stobart Rail CHP approval letter pdf icon PDF, 1,595 Kb  
Southeastern Approval 15/08/2016 Southeastern CHP approval letter pdf icon PDF, 193 Kb  
TfL Rail Approval 09/11/2016 TfL Rail CHP approval letter pdf icon PDF, 305 Kb  
TransPennine Express Approval 15/03/2016 TPE CHP approval letter pdf icon PDF, 339 Kb  
Tyne and Wear Metro Approval 21/09/2016 TW Metro CHP approval letter pdf icon PDF, 1,155 Kb  
Vintage Trains Ltd Approval 05/09/2018 Vintage Trains CHP approval letter pdf icon PDF, 273 Kb  
Virgin Trains Approval 23/09/2016 Virgin CHP approval letter pdf icon PDF, 1,195 Kb  
West Midlands Trains Ltd Approval 08/12/2017 WMT CHP approval letter pdf icon PDF, 1,186 Kb  

Archived decision letters

Licence holderStatus Approval date ORR decision letter
Abellio Greater Anglia Approval 11/08/2016 Abellio Greater Anglia decision letter pdf icon PDF, 417 Kb
Abellio ScotRail Approval 30/03/2015 Abellio ScotRail decision letter pdf icon PDF, 1,394 Kb
London Midland Approval 01/11/2016 London Midland decision letter pdf icon PDF, 181 Kb
London Overground Approval 15/08/2016 London Overground decision letter pdf icon PDF, 742 Kb
MerseyrailApproval18/03/2016Merseyrail CHP approval letter
Serco Caledonian Sleeper Approval 05/03/2015 Serco Caledonian Sleeper decision letter pdf icon PDF, 1,527 Kb
South Western Trains Approval 27/09/2016 South Western Trains decision letter pdf icon PDF, 701 Kb
Virgin Trains East Coast Approval 03/10/2016 Virgin Trains East Coast decision letter pdf icon PDF, 6,392 Kb