Win! New independent ombudsman for rail complaints

Today brings a win for our campaign to demand better rail services with the announcement of a new independent ombudsman for rail complaints.

The ombudsman will offer frustrated rail passengers a free-to-use complaints service that’s expected to start from early next year. It will be tasked with investigating customer complaints where train companies haven’t taken action or if failings are uncovered.

While this is welcome news and a win for over 95,000 of our rail campaign supporters, sadly train companies will sign-up to the ombudsman on a voluntary basis rather than statutory.

Our managing director of public markets, Alex Hayman, said:

‘Thousands of rail passengers feel let down and ignored by train providers when things go wrong, so it’s no surprise that consumer trust remains stubbornly low in this industry.

‘Government must introduce an ombudsman that all operators must join. Only then will they be able to begin to restore trust and ensure that passengers get a much better standard of service.’

If you want to see better rail services and an ombudsman that all train companies must sign-up to then back our campaign today.