The Rail Delivery Group has announced the launch of the UK Rail Ombudsman service, which will enable rail passengers who are unhappy about the way their complaints have been handled to appeal.
The service is an independent body that has been designed to hold train companies to account.
It is part of the industry’s efforts to uphold the highest standards in its complaints process.
UK Rail companies are supporting and funding the complaints service to build confidence in their services.
Rail Delivery Group Customer Experience managing director Jacqueline Starr 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.”
Unhappy passengers with a complaint will now be able to appeal to the Rail Ombudsman, which has expertise in consumer law and alternative dispute resolution.
It will review appeals and resolve them by mediation or by issuing a formal, binding ruling if no agreement can be reached between the customer and the rail company.
The service can be used by passengers if they are not happy with the final response from a rail company or if their complaint has not been resolved within 40 working days.
To be provided by the Dispute Resolution Ombudsman, the service fulfils a government commitment to support the establishment of an independent Rail Ombudsman to improve the experience of passengers.