Core complaints data
28 March 2025
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We are responsible for the collection, monitoring and publication of rail customer complaints.
Consumer
Complaints handling procedures
19 March 2025
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Information on complaints handling procedures for train and station operators.
Online ticket retailers and fees
4 March 2025
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Our research and findings on the transparency of online rail ticket fees.
Last call! Penalised for having the wrong ticket? Tell us about it
27 January 2025
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Our survey, which asks passengers to share their experiences of receiving a train fare penalty or having been prosecuted, closes on 31 January.
Rail regulator calls for better information on board rail replacement bus services entering disrupted festive period
18 December 2024
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The Office of Rail and Road believes good progress has been made over the past year in the quality of information provided about planned rail replacement bus services, but concerns remain with the passenger experience during the actual journey.
Have you experience of a train fare penalty or prosecution? The rail regulator wants to hear from you
16 December 2024
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The Office of Rail and Road (ORR) is asking passengers to complete a short questionnaire to share their experiences of being penalised for travelling by train, either for travelling without a ticket at all or without a valid ticket.
Call for evidence: Review of train operators’ revenue protection policies
16 December 2024
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Call for evidence for the ORR independent review of train operators’ revenue protection practices.
Rail regulator unveils proposals for new passenger assistance ratings for train companies
11 December 2024
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The Office of Rail and Road is asking for views on a new annual assessment, to be launched in 2025, that will rate the performance of how train companies provide assistance to disabled passengers.
Benchmarking operators’ performance in rail passenger assistance
11 December 2024
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Sought feedback on a new framework to benchmark the performance of train and station operators’ delivery of assistance to rail passengers.
Regulator accepts Northern’s new plan to improve passenger assistance
6 December 2024
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Following ORR calling out its poor performance on reliability of its assistance to disabled passengers, train operator Northern has now provided the rail regulator with an acceptable action plan that sets out how they will improve passenger assistance.