Protecting consumers

Train companies have a number of consumer facing obligations and it is important that passengers get the service to which they are entitled.

We oversee a number of these obligations which sit in train companies’ licences and in general consumer law (other sit, for example in train companies’ franchise agreements with Government).

What we do for consumers

We undertake a range of work to improve the passenger experience in areas such as compensation, retailing of train tickets and passenger accessibility.

Annual rail consumer report

Our annual report focusing on the performance of train companies and Network Rail in the consumer areas we regulate.

Inquiry into May 2018 network disruption

ORR Inquiry into May 2018 network disruption.

Rail timetable issues

Investigation into the delay to finalising timetables 12 weeks in advance.

Licence obligations to consumers

Train and station operators are required to comply with a range of conditions in their licences. The main consumer-facing conditions which are monitored and enforced by us are set out in this section.

Consumer law

Consumer law aims to ensure that businesses are fair and open in their dealings with consumers. Our powers cover rail passengers and the companies they deal with.

Consumer consultations

Our consumer consultations and conclusions.

Core complaints data

We have published core data complaints guidance for train operating companies for 2018-19 alongside the corresponding templates.