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Rail industry appoints first ombudsman
Rail industry appoints first ombudsman to improve complaints procedure for customers Written on 18 July 2018. Rail industry appoints ‘Dispute Resolution Ombudsman’ to rule on complaints as part of the...
View ArticleNew Rail Ombudsman Launches
New Rail Ombudsman Launches New independent Rail Ombudsman launches today The first ever Rail Ombudsman service is launching today, as part of the industry’s efforts to uphold the highest standards in...
View ArticleOffice of Rail and Road proposals to modify licence conditions to require...
Office of Rail and Road proposals to modify licence conditions to require membership of an Alternative Dispute Resolution scheme for the rail industry. Following publication that ORR was “minded to”...
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Passenger Stranded
Passenger Stranded The Issue The consumer contacted us after she had experienced delays on her journey from a London terminal to her destination, approximately 2 hours train journey away. The train...
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Missed Job Interview
Missed Job Interview The Issue The consumer was due to travel on the 17.12 from a London terminal to her usual destination station, a journey of about 1 hour on a fast train. However, on this...
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Accessibility
Accessibility The Issue The consumer travelled with his daughter returning from a trip to the theatre late at night. They had checked the station accessibility information before travelling and...
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Multi-Modal Ticket
Multi-Modal Ticket The Issue The consumer had intended to travel using a multi-modal ticket which allows passengers to use any bus or train within a certain locality. The train he was originally...
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Stained Coat
Stained Coat Case Study The Claim The consumer made an application to The Rail Ombudsman regarding a stain to his coat caused by paint on the seating area of a train. The consumer confirmed that the...
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Failed Passenger Assist
Failed Passenger Assist Case Study The Complaint The consumer had booked Passenger Assistance for her journey with her husband. Upon arriving at her destination station, staff helped her off the train...
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Complaint handling – Station Car Park
Station Car Park Case Study The Issue The consumer complained to the Rail Service Provider about the “deteriorating condition” of a particular station car park. It was specifically noted in the...
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Complaint handling – Missed Flight
Missed Flight Case Study The Issue The Consumer complained that the train was 50 minutes late which meant that they were unable to travel on the connecting service and arrived late at the airport,...
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Lost Tickets
Lost Tickets Case Study The Issue The Consumer complained to the Rail Service Provider after they had ordered tickets from their website. The Consumer paid for the tickets to be delivered by post,...
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Travelling by train to your Christmas Bubble?
Travelling by train to your Christmas Bubble? The Rail Ombudsman’s guide to travel over the Christmas Period Boris Johnson’s latest announcement that there will be a relaxation of Covid-19...
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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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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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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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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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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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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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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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