In 2018 the rail industry delivered on its promise to create Britain´s first Rail Ombudsman. Train companies work hard to resolve passenger complaints and the Ombudsman provides an extra layer of consumer protection if a case cannot be resolved within 40 days. The Ombudsman is part of the industry’s efforts to uphold the highest standards in its complaints process and increase customer satisfaction.
Between January 2019 and June 2019 the Ombudsman assessed 195 complaints and referred many others to the right authority for decision. All train operators will continue to be part of the Ombudsman service in 2020. The industry is continually improving how it handles passenger feedback and through our plans to improve, we want fewer complaints to go to the Ombudsman in 2020.