Finally! We’ve campaigned for years for a new rail ombudsman, offering passengers a way to escalate complaints about train firms.
If you’re not happy with how a train company has handled your complaint, a new independent body will decide whether you’re owed money or an apology.
The Rail Ombudsman, which launches today, will look at passenger cases where a complaint was made to a train company and felt to be dealt with unfairly or poorly. The free, independent service will weigh up evidence from the dissatisfied passenger and the train company.