The Office of Rail and Road has announced that the first-ever Rail Ombudsman service is being launched today.

This is part of the industry’s efforts to uphold the highest standards in its complaints process and to increase customer satisfaction.

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).

Now, however, customers have the added assurance that the Rail Ombudsman is overseeing the process with the power to make rail companies act if it identifies failings.

What did the officials say?

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.”

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.”

Anthony Smith, Chief Executive of independent watchdog Transport Focus, said:

“The introduction of free, binding and independent dispute resolution for deadlocked rail complaints is a welcome step forward for rail passengers – and something we have called for over many years. Its arrival will also drive wider improvements in complaints handling. We will continue to deal with many issues raised by passengers that fall outside the remit of this scheme and we will monitor closely the way the Ombudsman operates to make sure it really works for passengers.”

Janet Cooke, CEO of London TravelWatch, said:

“We are pleased that the Ombudsman scheme extends passenger rights and builds on our previous success in advocating for them when there is a dispute with train operators. This process introduces binding contractual resolution that will help passengers get a better deal.”

Darren Shirley, Chief Executive of Campaign for Better Transport, said:

“Millions of people rely on the railway each day; when things go wrong they deserve to have confidence that their complaints will be heeded. We welcome the new Ombudsman which will help to give them this confidence.”

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