Improvement notices 2022
24 April 2023
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This page contains details of improvement notices issued in 2022.
Rail operators
Rail punctuality leading complaints as regulator intervenes over Grand Central and CrossCountry response times
6 April 2023
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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.
Licence exemptions by company A-D
5 April 2023
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This section lists railway licence exemptions for companies A – D.
Office of Rail and Road April 2023 newsletter
3 April 2023
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Office of Rail and Road April 2023 newsletter
How driving improvements in complaints handling can lead to a better passenger experience
31 March 2023
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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.
Complaints handling procedures decision letters
31 March 2023
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This page features previously published decision letters setting out ORR’s approval of licence holders’ complaints handling procedures (CHPs).
Complaints and compensation
31 March 2023
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Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out requirements on what these procedures should contain.
The Rail and Road Pod Episode 17: John Larkinson on Rail Reform
30 March 2023
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We join ORR Chief Executive John Larkinson at the Accelerate Rail event as he discusses ORR's role in rail reform.
Core complaints data
29 March 2023
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We are responsible for the collection, monitoring and publication of rail customer complaints.
Improvement notices 2021
28 March 2023
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This page contains details of improvement notices issued in 2021.