check_circle Done

Equalities and Rights Equalities and Rights

Introduce a passenger ombudsman to stand up for the interests of rail users

Last updated: 11:57am 24 January 2019

We will review rail ticketing, removing complexity and perverse pricing, and introduce a passenger ombudsman to stand up for the interests of rail users suffering a poor deal.

Conservative Party Manifesto 2017, p.60

Our verdict

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

There's always room for debate

We’re serious about providing clear, up-to-date, non-partisan information. We focus on being consistent and fair in how we reach our verdicts, and always explain our reasoning. But there is always room for debate. So if you see it differently, we’d love you to tell us why. Or even better, submit an edit.