Rail regulator assumes sponsorship of the Rail Ombudsman
Rail regulator assumes sponsorship of the Rail Ombudsman The Office of Rail and Road (ORR) has this weekend begun its sponsorship of the Rail Ombudsman. This fulfils the Plan for Rail commitment for...
View ArticleThe Rail Ombudsman’s Approach to Accessibility Claims
Background The Rail Ombudsman opened its doors on 26 November 2018, offering a free to consumers, expert, alternative dispute resolution service to help sort out unresolved customer complaints about...
View ArticleORR announces outcome of tender process to appoint a Rail Ombudsman service...
ORR appoints provider and strengthens Rail Ombudsman scheme for passengers The Office of Rail and Road (ORR) has today announced Dispute Resolution Ombudsman (DRO) as the provider of the new...
View ArticleMP visits the Rail Ombudsman
Thursday, 30 March 2023: The Rail Ombudsman received a visit from local MP, The Right Honourable Stephen McPartland at its headquarters in Stevenage today. An active employer within Hertfordshire, the...
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Train Facilities
Case Study: Train Facilities Below are a series of case studies to demonstrate issues seen by the Rail Ombudsman relating to the facilities provided on trains. Consumer A – seat reservations dispute...
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Amended Timetables
Case Study: Timetable Amendments These cases demonstrate how consumers rely on their ticket and booking confirmation as a key source of information. Also, that consumers will have expectations of...
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Travel During Industrial Action
Case Study: Travel during Industrial Action (in light of June 2022 strikes) The Issues The Rail Ombudsman has worked through different periods of disruption to rail travel during industrial action....
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Travel During Severe Weather
Case Study: Travel during severe weather The Issues The Rail Ombudsman has received a variety of escalations relating to travel during recent spells of severe weather which resulted in Do Not Travel...
View ArticleRail Ombudsman releases Resource Pack to Empower Young Rail Users
The Rail Ombudsman is launching ‘The Young Person’s Train Guide’; a rail byelaw campaign aimed at young people by engaging with Rail Operators and other stakeholders in the industry. Train operator...
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Accommodation Costs
Case Study: Accommodation Costs The Issue The Consumer initially complained when they had been unable to travel on the RSP service for two days due to widespread cancellations caused by a technical...
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Information at Stations
Case Study: Information at Stations The Issue The Consumer was intending to travel from a remote station, following a long walk, and had checked timetables a few days before the journey date and found...
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Collaboration Strengthens Support for Bus and Rail Users
Collaboration Strengthens Support for Bus and Rail Users The charity Bus Users UK and The Rail Ombudsman are joining forces to improve services for public transport users and to raise awareness of...
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Delay Repay Appeal
Case Study: CRA appeal relating to administration of a Delay Repay claim The Issue The Consumer’s complaint was regarding a Delay Repay claim, which was incorrectly automatically rejected. The...
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Covid safety / seating
Case Study -Covid safety / seating The Issue The Consumer’s complaint is regarding an alleged lack of seating on a service in 2021, during the Coronavirus Pandemic. The Consumer complained to the RSP...
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Customer Service / Animals
Case Study – Customer Service / Animals The Issue The Consumer’s complaint related to a staff member’s response to his barking dog during a journey. They stated how they were travelling on the train...
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Out of Scope Residential/Lineside Issues
Case Study: Out of Scope Residential/Lineside Issues If we cannot take up your complaint, we will let you know why. We will also, where possible, suggest alternative options available or transfer your...
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Failure to Disembark Passenger & Impact of Complaints Handling
Case Study: Failure to Disembark Passenger & Impact of Complaints Handling The Issue The Consumer complained about an incident when travelling using a free-travel pass. In the application to the...
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Provision of alternative transport during disruption and application of...
Case Study: Provision of alternative transport during disruption and application of Covid-19 Guidelines The Issue The Consumer’s complaint is about the “unsafe practices” during disruption and the...
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Season Ticket Refunds in Covid-19: Provision of Information
Case Study Season Ticket Refunds in Covid-19: Provision of Information The Issue The Consumer complained on the 9th September 2020, that they had visited the station to get a refund of a season...
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Information
Information The Issue The consumer complained to the Rail Service Provider about not experiencing the full benefits included with two Return tickets booked for £300 each. The Consumer’s complaint...
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