Rail ombudsman service launched to review passenger complaints

A new rail ombudsmen has been introduced today to review how passenger complaints have been handled.

The first rail ombudsman service will be run by the Dispute Resolution Ombudsman – an independent body designed to hold train companies to account.

The introduction of the ombudsmen follows widespread disruption on the railways throughout this year, especially those across Northern Rail networks in Yorkshire. Issues included a new timetable being introduced incorrectly in May and repeated strikes causing disruption to commuters across the region.

The vast majority of complaints (99%) are dealt with by train companies without the need for people to turn to an appeals process, according to data published by the Office of Rail and Road (ORR).

But passengers can use the ombudsman if they are unhappy with the final response from an operator or if their complaint has not been resolved within 40 working days.

It is thought around 6,000 complaints a year will be referred to the new service. Decisions will be binding and rail firms will have to take action if failings are identified.

However, rail companies together are supporting and funding the Rail Ombudsman “to build greater confidence in their services and deliver on their commitment to increase customer satisfaction.”

The new body has expertise in consumer law and alternative dispute resolution and will review appeals with a view to resolving them by mediation or by issuing a formal, binding ruling if no agreement between the customer and the company can be reached.

Jacqueline Starr, Managing Director of Customer Experience at the Rail Delivery Group, said: “I’m pleased to announce that the independent Rail Ombudsman is launching, as part of our commitment to improving customer experience. This new nationwide process will put the customer at the heart of resolving complaints and give them even greater confidence that we’re doing as much as we can to get to a fair outcome.”

The scheme fulfils a Government commitment to support the establishment of a new, independent Rail Ombudsman to improve passengers’ experience.

Andrew Jones, the Rail Minister, said: “This is a significant step forward for passengers’ rights. This independent ombudsman will make sure passengers are heard and that they get a fair deal when train companies fall short.

“Rail firms must take this opportunity to improve their complaints process and to increase customer satisfaction.”

Kevin Grix, Chief Executive and Chief Ombudsman at the Dispute Resolution Ombudsman, said:“We are excited to start as the new Rail Ombudsman and to provide an independent service that can resolve disputes between consumers and the rail industry. With our legal foundation and decades of experience we are well placed to support rail companies to better listen to their customers and help to improve their services.”