There are over 500,000 complaints about train services every year from dissatisfied passengers. Ticket buying is the fourth most complained about area, after punctuality, on-board facilities and insufficient seating.
This policy is a promise to introduce an ombudsman to defend passengers’ interests.
In February 2018, the Office of Rail and Road announced “its intention to require all rail companies to participate in the rail ombudsman scheme”. A consultation followed, from 26 July to 20 September, and the Rail Ombudsman was launched on 26 November 2018.
The ombudsman was promised and has been delivered. This policy is ‘done’.
Stand up for the facts
- Passenger Rail Service Complaints 2017-18 Q4 Statistical Release – Gov.uk
- Government plans £80 million smart ticketing rail revolution – Gov.uk
- Rail Regulator sets out its intention to require rail companies to join a new rail ombudsman – Gov.uk
- Modification to Passenger Licence Condition 6 (Complaints Handling): a consultation – Gov.uk
- The Rail Ombudsman – home page
- Independent rail complaints service is launched – BBC News