Consumer

Proposed modifications to the complaints handling obligations in rail operator licences

18 July 2023

Notice of statutory consultations on changes to modify the Complaints Handling obligations in the rail licences and Statement of National Regulatory Provisions (SNRPs).

Consultation on a draft Rail Ombudsman operating model

18 July 2023

The May 2021 Plan for Rail states that ORR will take over responsibility from the Rail Delivery Group (RDG) for sponsoring the Rail Ombudsman.

Improve reliability of passenger assistance, ORR tells rail industry

12 July 2023

The rail industry needs to provide more reliable assistance for disabled passengers says the Office of Rail and Road (ORR), following research involving more than 8,100 passengers.

Passengers with disabilities

5 July 2023

All train and station operators are required to have an Accessible Travel Policy (ATP), which sets out their arrangements and commitments to support disabled and older passengers in completing their journey by rail.

Rail regulator review shows improvements to delay compensation claim process, but improved messaging required on how and when to claim

29 June 2023

ORR welcomes progress by industry in training staff to support disabled passengers

8 June 2023

In a letter to industry, the Office of Rail and Road (ORR) has praised train operators and Network Rail for their disability awareness refresher training.

ORR appoints provider and strengthens Rail Ombudsman scheme for passengers

30 May 2023

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.

How driving improvements in complaints handling can lead to a better passenger experience

31 March 2023

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.

Complaints and compensation

31 March 2023

Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out requirements on what these procedures should contain.

Core complaints data

29 March 2023

We are responsible for the collection, monitoring and publication of rail customer complaints.

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