Improving the passenger experience in areas such as compensation, retailing of train tickets and passenger accessibility.
![wide view of a station](/sites/default/files/styles/black_title_cards/public/2022-07/station-view-348.png?itok=9i3B8n8W)
Know your rail rights
Learn about our work to empower rail passengers.
![Passengers in a railway station](/sites/default/files/styles/black_title_cards/public/2022-07/consumer-report-2022-348.png?itok=Wi5E3BGn)
Annual rail consumer report
Focusing on the performance of train companies and Network Rail in the consumer areas we regulate.
![passenger assistance](/sites/default/files/styles/black_title_cards/public/2022-07/assistance-348_0.png?itok=P-h6df7I)
Passenger assistance
We approve train operator policies for disabled passengers, promote accessibility and aim to eliminate discrimination.
![Screen showing departure information](/sites/default/files/styles/black_title_cards/public/2022-07/departures-passenger-information-348_0.png?itok=g9U-eKq-)
Passenger information
We ensure train companies provide accurate and timely information, particularly during disruption. We also investigate timetabling issues.
![Platform signs](/sites/default/files/styles/black_title_cards/public/2022-07/platform-sign-348.png?itok=XXca6AHt)
Complaints & compensation
Our role is to set complaint handling procedures and monitor train and station operators against these.
![ticket machine](/sites/default/files/styles/black_title_cards/public/2022-07/tickets-348.png?itok=JQiaVGf1)
Tickets & fares
Details of our research on ticket machine use. We are not the regulator for fares and have no role in relation to penalty fares.
![Wide view of Kings Cross station](/sites/default/files/styles/black_title_cards/public/2022-07/kings-cross-348.png?itok=Mafti2C1)
Consumer law investigation and enforcement powers
The main consumer-facing conditions which we monitor and enforce are set out in this section.