Win! Rail complaints to be upheld by an ombudsman

A big win for our rail campaign as today the rail regulator has announced that train companies will be required to participate in the ombudsman scheme for customer complaints.

The rail regulator will soon require all train companies to sign up to the free-to-use ombudsman to handle passenger complaints. We’ve been calling for this extra level of redress to protect your rights for some time now.

The new ombudsman will be responsible for investigating customer complaints when train companies have failed to take action. If the ombudsman identifies valid complaints and claims that the train company has disregarded, then the ombudsman will be able to overrule the train company’s decision.

Over 100,000 people have supported our rail campaign calling for improvements to rail services. Last summer, we celebrated a mini-win for the campaign as the government announced that an ombudsman would be on its way for the rail industry, but disappointingly this would have been a voluntary scheme. This wouldn’t be enough to improve standards across the industry.

Our Managing Director of Public Markets, Alex Hayman, said:

‘Making it compulsory for train companies to sign up to the new rail ombudsman is absolutely vital. All passengers must have confidence that they have someone to turn to if their complaint is not dealt with adequately by train companies.

‘Thousands of people have told us about the nightmare experiences that they face on trains. It’s now up to the rail industry to get on board with this proposal and ensure that the rail ombudsman is up and running as soon as possible.’

We hope that this ombudsman will help to improve standards across the industry, as well as ensure that your rights can no longer be ignored by train companies.