Straight answers: Compensation on the railway
How do I seek further compensation or submit a complaint about a service?
Rail companies want to uphold the highest standards in their complaints processes and that’s why we voluntarily set up the independent Rail Ombudsman at our own expense, accredited by both the Institute of Trading Standards and the Ombudsman Association.
Working together we’re improving the way we handle complaints before they reach the Ombudsman, which is a final independent backstop, and we’re providing clear and accurate information about the service online, by email and on posters around the railway to remind customers of their rights to a fair outcome.
Visit the rail ombudsman website for more information.
What happens when delays are caused by the railway infrastructure, not the train company?
Rail companies are calling for big changes but what matters to you?