Draft guidance on complaints handling procedures for licence holders
Date published: 6 May 2015
Closing date: 29 July 2015
Train and station licence holders are required, by their operating licence, to have approved complaints handling procedures and to comply with them. In October 2013 ORR took over approval and monitoring of complaints handling procedures from the Department for Transport.
In a letter of 15 April 2014 we committed to review the guidance on complaints handling procedures, which dates from 2005. This consultation was on the proposed new guidance. It set out what we will look for when exercising our approval role and when monitoring for continuing compliance.
The final guidance has now been published (Wednesday 30 September 2015).
You can find more information about how to complain on ORR's complaints handling page.
For further information or to speak to us, please email CHP@orr.gov.uk.
ORR conclusions
- ORR's conclusions to the consultation on draft guidance on complaints handling procedures for licence holders, 2015 pdf icon PDF, 378 Kb
- ORR guidance on complaints handling procedures for licence holders, 2015 – final version pdf icon PDF, 337 Kb
- ORR guidance on complaints handling procedures for licence holders, 2015 – track changes pdf icon PDF, 383 Kb
- Impact assessment pdf icon PDF, 297 Kb
Consultation documents
- Letter on complaints handling procedures guidance consultation pdf icon PDF, 159 Kb
- Draft guidance on complaints handling procedures for licence holders pdf icon PDF, 329 Kb
Responses
- Abellio Greater Anglia pdf icon PDF, 51 Kb
- Arriva Trains Wales pdf icon PDF, 90 Kb
- ATOC pdf icon PDF, 225 Kb
- c2c pdf icon PDF, 2,235 Kb
- CrossCountry pdf icon PDF, 1,945 Kb
- Department for Transport pdf icon PDF, 108 Kb
- First Great Western pdf icon PDF, 61 Kb
- First Hull Trains pdf icon PDF, 222 Kb
- Govia pdf icon PDF, 6,307 Kb
- London TravelWatch pdf icon PDF, 31 Kb
- London Overground Rail Operations Ltd pdf icon PDF, 71 Kb
- Merseyrail pdf icon PDF, 20 Kb
- MTR Crossrail pdf icon PDF, 101 Kb
- Network Rail pdf icon PDF, 2,018 Kb
- Papworth Trust pdf icon PDF, 23 Kb
- ScotRail pdf icon PDF, 439 Kb
- Transport Focus pdf icon PDF, 75 Kb
- Transport for London pdf icon PDF, 91 Kb
- TravelWatch Northwest pdf icon PDF, 41 Kb
- Virgin Trains pdf icon PDF, 1,144 Kb
- Virgin Trains East Coast pdf icon PDF, 844 Kb
- Welsh Government pdf icon PDF, 91 Kb
Background information
- ORR's Regulatory statement of July 2014 pdf icon PDF, 295 Kb
- Annual review of Complaints Handling Procedures pdf icon PDF, 140 Kb – Letter from ORR to all licensed operators - 15 April 2014
- Rail passenger complaints handling: from process to culture 13 March 2014 workshop pdf icon PDF, 60 Kb