Contact us

There are a number of ways you can get in touch and a number of enquiries we can help you with – please choose from the options below.

Our contacts

Our offices

Address and contact numbers for our head office and other office locations.

General enquiries

If you have an enquiry relating to our policies or functions, contact our Customer Correspondence Team (CCT). Please note, ORR has no direct role in dealing with individual disputes between customers and train operators or Network Rail. If your query relates to this, please follow the guidance below.

We ensure that anyone who contacts us receives a prompt and full response to their comment or query. We aim to:

  • provide you with a full response within 20 working days
  • refer your correspondence to the most appropriate organisation or regulatory body if necessary

Contact our Customer Correspondence Team via:

  1. web enquiry form
  2. email:
  3. telephone: 020 7282 2000
  4. post:
    Customer Correspondence Team
    Office of Rail and Road
    25 Cabot Square
    E14 4QZ

Making an FOI request

A request for information under the Freedom of Information Act 2000 should be made in writing to ORR's Customer Correspondence Team.

The team aims to respond to requests for information within 20 working days of receipt.

Contact details:

Media enquiries

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.

Media relations team:

  • Kenny Walker, Media Relations, Campaigns & Digital Communications Manager, 020 7282 3737
  • Robert Crawford, Media Relations, Campaigns & Digital Communications Manager, 020 7282 2029
  • Lisa O'Brien, Head of Media Relations, Campaigns and Digital Communications, 020 7282 2188

Out of hours media enquiries: 020 7282 3882

Website enquiries

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

Enquiries about ORR rail statistics

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

Complaints about us

We aim to provide an efficient and helpful service. However, if you are unhappy with the service you have received, please complain in writing to the Customer Correspondence Team.

Your complaint will be acknowledged and forwarded to the relevant ORR director, who will investigate.

We aim to respond and investigate such complaints within 20 working days. If it becomes apparent that our investigation will take longer, we will inform you at the earliest opportunity.

If you remain dissatisfied, you may contact the Parliamentary Ombudsman to re-investigate the concerns you have raised.

The Parliamentary Ombudsman ensures that public bodies comply with the terms of their complaints handling procedure, and ensures that customers receive the service to which they are entitled.

We have provided some information below that might help you with your enquiry.


Making a complaint about your train company

If you have a complaint about a train company, please contact them first.

Please follow the tips below to complain about your train company:

  1. Gather the relevant information: This could include specific journey details such as departure station, date, time and ticket type.
  2. Contact the train company concerned: This may be done via their website, by email or by phone. If you’re not happy, make a complaint.
  3. Finding a resolution: You should receive a response within 20 working days.
  4. Not happy with the response? You have the right to request that your train company escalate your complaint. They have a maximum of 40 working days to try to find a resolution.
  5. If your complaint is not resolved: You can now ask the Rail Ombudsman to investigate.
    0330 094 0362

If you are interested in our work for passengers, you can find more information on our website.

Making a complaint about your train company

Compensation for train delays

If your train is delayed and you arrive late at your destination you may be able to claim compensation.

Delay compensation checklist:

  1. When there's a revised timetable in operation, you can still claim if your train is delayed.
  2. Make a note of which train you were on, when it was due to arrive and the length of the delay.
  3. Keep your ticket or other proof of purchase.
  4. Remember to claim compensation within 28 days from when you travelled.

Enquiries about fares and penalty fares

We are not the regulator for fares and have no role in relation to penalty fares.

If you have concerns about the cost of your ticket, first contact the train company.

Some fares are regulated by government, which controls their price, while others are not, and train operators set those.

Railway accessibility: travel assistance

Travel assistance offered by different train companies may vary; however, they all must comply with standards of service that ORR sets.

Station car park charges enquiries

Prices at station car parks are not regulated. The decision to charge for car parking at a station is a commercial decision for the station operator, as it is for any other commercial car parking provider.

Health and safety

Reporting railway incidents

Contact us for serious and non-serious railway incidents. Please note this is only for members of the railway industry, not for the public.

Health and safety enquiries

Complaints regarding health and safety can be sent to our Customer Correspondence Team. They will then be forwarded to the relevant railway safety team.

If you are a railway company employee and have a health and safety complaint that has not been successful with your manager, with the unions or with CIRAS, you may contact us and we will forward your complaint to the appropriate railway safety team. Your confidentiality will be protected, if that is what you want.

Crowding on trains

Complaints about crowding on trains should first be addressed to the train company concerned. The train company has a duty to respond to your concerns, explaining what went wrong and what they are doing to improve matters.

If you remain dissatisfied you should contact the Rail Ombudsman to raise your complaint with them.

Network Rail

Enquiries about Network Rail

Please note, ORR has no direct role in dealing with individual disputes between customers and Network Rail. If your query relates to this, please contact Network Rail directly.

Network Rail is responsible for the railway network. This includes:

  • line-side maintenance including vegetation and fencing
  • track quality
  • environmental issues such as noise and vibration, pollution and graffiti
  • railway structures such as bridges, station buildings, overhead lines, tunnels and signalling
  • network maintenance, particularly engineering work and speed restrictions
  • property issues including changes to use of railway land


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.


Road enquiries

We are the monitor of Highways England and its management of the strategic road network - the motorways and main 'A' roads in England.

If you have a complaint please contact Highways England in the first instance.

Other enquiries

Planning applications enquiries

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, noting whether this is a Crossrail or HS2 issue.

Our contact form

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

  • email:
  • telephone: 020 7282 2000
  • post:
    Customer Correspondence Team
    Office of Rail and Road
    25 Cabot Square
    E14 4QZ
Make a complaint or general enquiry

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