Rail passengers

The Office of Rail and Road (ORR) has today announced Dispute Resolution Ombudsman (DRO) as the provider of the new ORR-sponsored Rail Ombudsman scheme.

We’ve recently published our business plan for 2023-24. Here some of our senior management team talk about their priorities for the year.

Office of Rail and Road May 2023 newsletter

Punctuality and reliability continued to be the top cause for passenger complaints accounting for 18.6% of all rail passenger complaints between 1 October to 31 December 2022. Crowding (12.1%) and issues with ticketing and refunds (9.2%) complete the top 3 complaint categories.

Office of Rail and Road April 2023 newsletter

Nobody wants things to go wrong on their train journey. But when they do, it is important that there are effective means in place for passengers to submit complaints, and for train operators to be able to put things right.