Contact us

There are a number of ways you can get in touch – please choose from one of the following options.

Complaints and general enquiries from members of the public

For general enquiries or complaints get in touch with the customer correspondence team using our contact form below.

Alternatively call us on the following telephone number: 020 7282 2000.

Before contacting us, please read our guide to helping you with your enquiry.

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Reporting serious railway incidents

The numbers below are for the reporting of serious railway incidents by telephone.

Only call these numbers if you are:

  • a railway dutyholder (for example a train operating company, track worker, etc.)
  • the Police
  • or other organisation seeking to report a major railway incident under RIDDOR .

Monday to Friday, from 09:00 to 17:30 hrs - Telephone: 020 7282 3910.

Outside these hours, weekends and public holidays please call the Department for Transport (DfT) Duty Officer on: 020 7944 5445.

Non serious railway incidents

Incidents that are not serious and do not require immediate attention should be reported using:

  • our online reporting form if you are a non-mainline dutyholder or a mainline railway dutyholder not using the Rail Safety and Standards Board's Safety Management Information System (SMIS) (guidance on completing the online form pdf icon PDF, 220 Kb is available); or
  • SMIS if you are a mainline railway dutyholder; or
  • London Underground's Safety and Environment Analysis database (LUSEA) if you are London Underground.

For enquiries on using the online reporting form, please email: This email should not be used to report any incident. If you have a general query or a complaint please see Complaints and general queries above.

Read more about how to report incidents.

Media relations and web team

The media relations team is available to help journalists writing for the national, regional, trade and specialist media, and as the first point of contact for all breaking news and major developments, including interview requests, statistics and diary information.

Media relations team:

  • Simon Belgard, Media Relations, Campaigns & Digitial Communications Manager, 020 7282 2094
  • Kenny Walker, Media Relations, Campaigns & Digitial Communications Manager, 020 7282 3737
  • Lisa O'Brien, Head of Media Relations, Campaigns and Digital Communications, 020 7282 2188

Out of hours media enquiries: 020 7282 3882

For queries about the website and to report issues such as broken links or problems with accessibility please email the Digital team.

Reporting a breach of competition law

Reports from consumers and businesses about anti-competitive behaviour or problems in markets are vital in helping the ORR to ensure that the rail market is competitive and fair, please read our guidance.

Planning applications

Planning applications - for information on how to consult ORR on local planning, please read our guidance.

If you have any further queries, please contact our customer correspondence team.

High Speed 2 or Crossrail arbitration

In some cases, ORR may be approached by rail industry parties to appoint an arbitrator to resolve disputes related to HS2 or Crossrail. In the first instance, parties should contact the Institution of Civil Engineers for arbitration services. For an informal discussion, parties considering arbitration should notify ORR at, noting whether this is a Crossrail or HS2 issue.

Contact the rail statistics team

If you have any questions, comments or suggestions about statistics please contact the rail statistics team.