Compensation and complaints

The Office of Rail and Road (ORR) has today announced Dispute Resolution Ombudsman (DRO) as the provider of the new ORR-sponsored Rail Ombudsman scheme.

Nobody wants things to go wrong on their train journey. But when they do, it is important that there are effective means in place for passengers to submit complaints, and for train operators to be able to put things right.

The Office of Rail and Road has today published the final version of a new Complaints Code of Practice (CoP) for train and station operators.

Passengers whose rail journeys are delayed now have an improved process for claiming compensation from today, 1 April 2022.

Simpler ways for passengers to claim compensation for train delays have come a step closer. The Office of Rail and Road (ORR) has now finalised a new licence condition on train companies which they must comply with by next April.

By Marcus Clements, Head of Consumer Policy

Passengers will be able to claim compensation more easily when their train is delayed under a new licence condition proposed today by the Office of Rail and Road (ORR).