Rail Ombudsman launched to deal with rail complaints process

The first ever Rail Ombudsman service was launched on Monday (26 November), able to deal with complaints about service, such as delays and cancellations, lack of seating where reservations have been made and toilets being out of use.

Prior to Monday, if a passenger’s complaint was rejected by a train firm, there was no official body to escalate the complaint to. However, if commuters now have a complaint about rail service, and they are unhappy with how it has been dealt with by the rail company, they can now appeal to the Rail Ombudsman.

This new body has expertise in consumer law and alternative dispute resolution and will review appeals with a view to resolving them by mediation or by issuing a formal, binding ruling if no agreement between the passenger and the company can be reached.

If passengers are unhappy with the final response from a rail company (sometimes called a ‘deadlock letter’) or if their complaint has not been resolved within 40 working days of the rail company receiving it, they can go to the free and independent Rail Ombudsman, which will oversee the complaints process with the power to make rail companies act if it identifies failings.

That means it will no longer be possible for a complaint to remain deadlocked between a rail company and a passenger.

If you don't agree with the ombudsman's decision, you don't have to accept it and can instead try to pursue your complaint through other means, such as the independent watchdog, Transport Focus, or the small claims court.

Richard Greenwood, Chairman of local rail campaign group STORM (Support the Oldham Rochdale Manchester rail lines), says the group welcomes the introduction of an independent ombudsman.

He said: “STORM welcomes the provision of an independent ombudsman for the rail rndustry. Whilst most complaints in the past have been satisfactorily dealt with, there has always been a suspicion that the complaints procedure lacked independence from the rail industry and impartiality.  

“Rail Focus can point to several cases where an adverse decision was reversed after they had taken the matter up. 

"Complaining passengers will be more willing to accept a decision from an independent body.”

Andrew Jones, the Rail Minister, said: “This is a significant step forward for passengers’ rights. This independent ombudsman will make sure passengers are heard and that they get a fair deal when train companies fall short.

“Rail firms must take this opportunity to improve their complaints process and to increase customer satisfaction.”

How to complain to the Ombudsman

You can complain to the Rail Ombudsman online, by email or by post.

• To complain online: click on the 'Complain' button at railombudsman.org. You’ll be asked to register for free (so you can track the progress of the complaint) before starting a new application. Select the relevant rail firm and follow the on-screen instructions.


• To complain by email or post: download the application form and fill it in. You can then email it to info@railombudsman.org or post it to 'FREEPOST – Rail Ombudsman'