Complaints handling procedures (CHPs) decision letters

Once we have given our approval to a CHP we will publish a decision letter summarising areas of good practice and innovation, alongside a copy of the final CHP.

Licence holders are required to submit their CHP for approval where a material change has been made. Changes are classed as material where they constitute a substantive change to the policy itself and impact on the assistance provided to passengers. Licence holders are required to confirm to us that they have conducted a review, and that there has been no material change (if this is the case).

The end column provides a link to the latest version of the operator's CHP, where it exists, which has been updated by the licence holder but the changes made did not require regulatory approval as they were not deemed to be material.

Licence holderStatus Approval date ORR decision letter
Arriva Rail London Approval 07/11/2016 ARL CHP approval letter pdf icon PDF, 292 Kb 
c2c Approval 29/10/2014 c2c CHP approval letter pdf icon PDF, 345 Kb 
Caledonian Sleeper Review 05/03/2015

04/05/2017
Caledonian Sleeper CHP pdf icon PDF, 1,852 Kb

Review approval pdf icon PDF, 1,852 Kb 
Chiltern Railways Approval 29/09/2016 Chiltern CHP approval letter pdf icon PDF, 2,655 Kb 
CrossCountry Approval 01/10/2016 CrossCountry CHP approval letter pdf icon PDF, 969 Kb 
Review 28/06/2018 CrossCountry Revised CHP - June 2018
East Midlands Railway Approval 07/08/2019 East Midlands Railway CHP - August 2019
Eurostar Approval 27/03/2017 Eurostar CHP approval letter pdf icon PDF, 187 Kb 
First MTR South Western Trains Ltd Approval 10/08/2017 First MTR South Western Trains CHP approval letter pdf icon PDF, 965 Kb 
Glasgow Prestwick Approval 16/01/2017 Glasgow Prestwick CHP approval letter pdf icon PDF, 1,006 Kb 
Govia Thameslink Railway & Southern Approval 20/10/2016 GTR & Southern CHP approval letter pdf icon PDF, 268 Kb 
Grand Central Approval 14/02/2017 Grand Central CHP approval letter pdf icon PDF, 1,329 Kb 
Greater Anglia Review 06/10/2016 Greater Anglia CHP review approval pdf icon PDF, 1,329 Kb 
GWR Approval 07/11/2016 GWR CHP approval letter pdf icon PDF, 2,799 Kb 
Heathrow Express Approval 24/02/2017 Heathrow Express CHP approval letter pdf icon PDF, 1,606 Kb 
Hull Trains Approval 19/09/2016 Hull Trains CHP approval letter pdf icon PDF, 607 Kb 
Locomotive Services Ltd Approval 03/08/2017 Locomotive Services CHP approval letter pdf icon PDF, 550 Kb 
Review 23/05/2018 Locomotive Services revised CHP April 2018
London North Eastern Railway Ltd (LNER) Approval 17/08/2018 LNER CHP approval letter pdf icon PDF, 1,020 Kb 
London Underground Approval 09/11/2016 London Underground CHP approval letter pdf icon PDF, 309 Kb 
Merseyrail Approval 18/03/2016 Merseyrail CHP approval letter
Review 13/03/2018 Merseyrail revised CHP March 2018
MTR Crossrail Approval 27/05/2015 MTR Crossrail CHP approval letter pdf icon PDF, 3,182 Kb 
Network Rail Approval 21/09/2016 Network Rail CHP approval letter PDF icon PDF, 767 Kb 
Northern Approval 17/03/2016 Northern CHP approval letter pdf icon PDF, 503 Kb
Rail Operations Group Approval 25/07/2016 ROG CHP approval letter pdf icon PDF, 1,812 Kb 
ScotRail Review 03/03/2016 Review approval pdf icon PDF, 750 Kb 
Review 26/07/2018 ScotRail revised CHP - December 2018
Stobart Rail Approval 22/08/2016 Stobart Rail CHP approval letter pdf icon PDF, 1,595 Kb 
Southeastern Approval 15/08/2016 Southeastern CHP approval letter pdf icon PDF, 193 Kb 
Review 07/08/2018 Southeastern revised CHP - November 2018
TfL Rail Approval 09/11/2016 TfL Rail CHP approval letter pdf icon PDF, 305 Kb 
TransPennine Express Approval 15/03/2016 TPE CHP approval letter pdf icon PDF, 339 Kb 
Transport for Wales Approval 24/09/2018 Transport for Wales CHP approval letter pdf icon PDF, 1,354 Kb
Tyne and Wear Metro Approval 21/09/2016 TW Metro CHP approval letter pdf icon PDF, 1,155 Kb 
Review 26/07/2018 TW Metro revised CHP - October 2018
Vintage Trains Ltd Approval 05/09/2018 Vintage Trains CHP approval letter pdf icon PDF, 273 Kb 
Virgin Trains Approval 23/09/2016 Virgin CHP approval letter pdf icon PDF, 1,195 Kb 
West Midlands Trains Ltd Approval 08/12/2017 WMT CHP approval letter pdf icon PDF, 1,186 Kb 

Archived decision letters

Licence holderStatus Approval date ORR decision letter
Abellio Greater Anglia Approval 11/08/2016 Abellio Greater Anglia decision letter pdf icon PDF, 417 Kb
Abellio ScotRail Approval 30/03/2015 Abellio ScotRail decision letter pdf icon PDF, 1,394 Kb
Arriva Trains Wales Approval 01/10/2016 ATW CHP approval letter pdf icon PDF, 3,744 Kb 
East Midlands Trains Approval 01/10/2016 EMT CHP approval letter pdf icon PDF, 843 Kb
Review 28/11/2018         EMT revised CHP - November 2018
Greater Anglia Approval 11/08/2016 Greater Anglia CHP pdf icon PDF, 809 Kb
London Midland Approval 01/11/2016 London Midland decision letter pdf icon PDF, 181 Kb
London Overground Approval 15/08/2016 London Overground decision letter pdf icon PDF, 742 Kb
Merseyrail Approval 18/03/2016 Merseyrail CHP approval letter pdf icon PDF, 2,039 Kb
ScotRail Approval 30/03/2015 ScotRail CHP pdf icon PDF, 750 Kb  
Serco Caledonian Sleeper Approval 05/03/2015 Serco Caledonian Sleeper decision letter pdf icon PDF, 1,527 Kb
South Western Trains Approval 27/09/2016 South Western Trains decision letter pdf icon PDF, 701 Kb
Virgin Trains East Coast Approval 03/10/2016 Virgin Trains East Coast decision letter pdf icon PDF, 6,392 Kb