Information on complaints handling procedures for train and station operators.
Train and station operators are required by their operating licences to establish and comply with a procedure for handling complaints relating to licensed activities from customers and potential customers. This procedure is known as the 'complaints handling procedure' (CHP).
Prior to 1 April 2023, ORR approved licence holders’ CHPs with reference to its published guidance on complaints handling procedures for licence holders, 2015.
From 1 April 2023, ORR will no longer approve licence holders’ CHPs. Instead, licence holders will be required to establish and comply with a CHP that complies with ORR’s Complaints Code of Practice.
Alternative Dispute Resolution
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The Alternative Dispute Resolution (ADR) scheme in the rail sector (the Rail Ombudsman) required changes to rail companies' Complaints Handling Procedures (CHPs) and licences.
In 2020 we published a Review of the Rail Ombudsman.
Decision letters
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Prior to 1 April 2023 ORR approved licence holders’ CHPs. View related decision letters.
Monitoring
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Monitoring
To monitor for compliance and the effectiveness of individual CHPs we will use evidence such as:
- Core data sets, including information on the number, type, and underlying cause of complaints.
- The ease with which passengers can make complaints, for example the accessibility of website information, passenger information provided at stations and information made available through social media.
- Other relevant information published by licence holders such as the level of proactivity around communicating entitlements to compensation.
- Feedback from Transport Focus, London TravelWatch, the Rail Ombudsman and other third parties including, for example, the results of mystery shopping exercises.
- Bespoke research conducted by ORR or in conjunction with Transport Focus and London TravelWatch.
- Consumer insight gained by way of individual consumer complaints made to ORR.
In 2024 we published a review of disabled passengers' experiences of complaints handling by train operators and a commissioned research report.
2015 guidance on complaints handling procedures
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In September 2015 we published guidance on complaints handling procedures for licence holders. This followed a lengthy period of consultation with stakeholders.
On 1 April 2023 this guidance was replaced by ORR’s Complaints Code of Practice.
Contact us
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For further information please email consumer@orr.gov.uk