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Rail Ombudsman starts work

A new, independent Rail Ombudsman service has been launched to investigate unresolved complaints about the train service. This includes dealing with complaints regarding passenger assistance, facilities for customers with disabilities, and discrimination or issues arising under the Equality Act 2010.

Passengers should raise any complaint with the service provider initially. If it is not resolved satisfactorily and the incident took place on or after 26th November 2018, the Rail Ombudsman can investigate. For full details of the service, and to download a Consumer Guide in English or Welsh, visit The Rail Ombudsman website. To obtain the guide in an accessible format, click here.


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