Disabled People's Protection Policies (DPPPs) decision letters

Once we have given our approval to a DPPP, we will publish a decision letter. The letter will summarise any issues that were raised during the approval process, note areas of good practice or highlight areas where we feel a licence holder should particularly seek to improve its practices.

Licence holders are now only required to submit their DPPP 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 still required to confirm to us that they have conducted an annual 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 DPPP, 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 Link to current document
Abellio ScotRail Review 18/05/2016 Review of ScotRail DPPP pdf icon PDF, 1,572 Kb  
Arriva Rail London (London Overground) Approval 27/10/2016 Approval of Arriva Rail London (London Overground) DPPP pdf icon PDF, 675 Kb  
Arriva Rail North Approval 19/06/2017 (updated 10/07/2017 to amend a typo) Approval of Arriva Rail North DPPP pdf icon PDF, 3,175 Kb  
Arriva Trains Wales Review 20/10/2016 Review of Arriva Trains Wales DPPP pdf icon PDF, 2,192 Kb  
c2c Review 02/06/2016 Review of c2c DPPP pdf icon PDF, 2,135 Kb  
Caledonian Sleeper Review 10/04/2017 Review of Caledonian Sleeper DPPP pdf icon PDF, 551 Kb  
Chiltern Railways Review 17/03/2017 Review of Chiltern Railways DPPP pdf icon PDF, 320 Kb  
CrossCountry Review 18/08/2016 Review of CrossCountry DPPP pdf icon PDF, 881 Kb  
East Midlands Trains Review 10/03/2016 (Updated 01/10/2016 to reflect changes to Consumer Rights Act) Review of East Midlands Trains DPPP pdf icon PDF, 1,781 Kb  
Eurostar Review 28/02/2017 Review of Eurostar DPPP pdf icon PDF, 957 Kb  
First Greater Western Review  07/06/2017 Review of First Greater Western DPPP 


Revised Great Western DPPP – December 2018 
First MTR South Western Trains Approval 09/08/2017 Approval of First MTR South Western Trains Limited's DPPP pdf icon PDF, 3,638 Kb  
Glasgow Prestwick Airport Review 29/09/2016 Review of Glasgow Prestwick Airport DPPP pdf icon PDF, 378 Kb  
Govia Thameslink Railway and Southern Review 25/05/2016 Review of Govia Thameslink Railway and Southern DPPP pdf icon PDF, 1,435 Kb  
Grand Central Review 16/01/2017 Review of Grand Central DPPP pdf icon PDF, 2,680 Kb  
Greater Anglia Approval 06/10/2016 Approval of Greater Anglia DPPP pdf icon PDF, 789 Kb  
Hull Trains Review 20/09/2016 Review of Hull Trains DPPP pdf icon PDF, 1,850 Kb  
Locomotive Services (TOCs) Limited Approval 03/08/2017 Approval of Locomotive Services (TOCs) Limited's DPPP pdf icon PDF, 872 Kb  
London North East Railway (LNER) Review 03/05/2019 Review of LNER DPPP 
Merseyrail Review 04/08/2016 Review of Merseyrail DPPP pdf icon PDF, 1,631 Kb  
Network Rail Review 04/08/2016 Review of Network Rail DPPP pdf icon PDF, 717 Kb 
Rail Operations Group Approval 25/07/2016 Approval of Rail Operations Group DPPP pdf icon PDF, 1,199 Kb  
Southeastern Review 22/04/2016 Review of Southeastern DPPP pdf icon PDF, 540 Kb  
Stobart Rail Review 26/08/2016 Review of Stobart Rail DPPP pdf icon PDF, 2,159 Kb  
TfL Rail Review 24/10/2016 Review of TfL Rail DPPP pdf icon PDF, 774 Kb  
TransPennine Express Approval 15/03/2016
Approval of TransPennine Express DPPP pdf icon PDF, 3,544 Kb  
Transport for Wales Approval 26/09/2018 Approval of Transport for Wales DPPP pdf icon PDF, 1,434 Kb  TfW Rail Policy
Tyne and Wear Metro Review 28/02/2017 Review of Tyne and Wear Metro DPPP pdf icon PDF, 804 Kb  
Virgin Trains East Coast Review 29/09/2016 Review of Virgin Trains East Coast DPPP pdf icon PDF, 9,662 Kb  
Virgin Trains Review 28/11/2016 Review of Virgin Trains DPPP pdf icon PDF, 1,650 Kb  
West Midlands Trains Limited Approval 08/12/2017 Approval of West Midlands Trains Limited's DPPP pdf icon PDF, 2,756 Kb  

Archived decision letters

Licence holderStatus Approval date ORR decision letter
Abellio Scotrail Approval 30/03/2015 Approval of Abellio ScotRail CHP and DPPP pdf icon PDF, 1,394 Kb
c2c Approval 29/08/2014 Approval of c2c's DPPP pdf icon PDF, 740 Kb
FTPE Review 29/01/2016 Review of FTPE DPPP pdf icon PDF, 1,231 Kb
Govia Thameslink Railway Limited Approval 22/08/2014 Approval of Govia Thameslink Railway Limited's DPPP pdf icon PDF, 2,355 Kb
Great Western Railway Review 17/02/2016 Review of Great Western Railway's DPPP pdf icon PDF, 2,077 Kb
London Midland Review 08/08/2016 Review of London Midland DPPP pdf icon PDF, 886 Kb
LOROL Approval 03/07/2014 Approval of LOROL's DPPP pdf icon PDF, 888 Kb
LOROL Review 01/02/2016 Review of LOROL's DPPP pdf icon PDF, 1,414 Kb
MTR Crossrail Approval 27/05/2016 Approval of MTR Crossrail CHP and DPPP pdf icon PDF, 3,182 Kb
Northern Approval 17/03/2016 Approval of Northern DPPP pdf icon PDF, 714 Kb
Serco Caledonian Sleeper Approval 05/03/2015 Approval of Serco Caledonian's CHP and DPPP pdf icon PDF, 1,527 Kb
South West Trains Review 20/09/2016 Review of South West Trains pdf icon PDF, 1,643 Kb