The Rail Delivery Group (RDG), the UK’s rail watchdog, has appointed its first ombudsman to address complaints raised by train customers.
Chosen on behalf of train operators in the UK and Network Rail, the Dispute Resolution Ombudsman will have the power to hold train companies accountable.
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The service, which will be completely free, is scheduled to be launched by November this year and will cover rail journeys across the UK. It will enable unhappy passengers to lodge formal complaints with consumer rights experts, offering additional opportunities of a fair hearing.
Rail companies are required to take necessary measures based on the decision of the ombudsman.
UK Rail Minister Jo Johnson said: “When train companies fall short, it is vital that passengers get the redress they deserve and are treated with respect.
“This is an important step by the industry – an independent and effective ombudsman, working closely with consumer groups, will ensure passengers get a fair deal and give them a stronger voice.
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By GlobalData“It will also help the rail companies to improve their service to passengers.”
According to RDG Customer Experience managing director Jacqueline Starr, the appointment of the ombudsman is expected to help the company fulfil its long-term plan to increase customer satisfaction.
In the long run, the UK’s rail industry expects to secure £85bn of additional economic benefits, increase customer satisfaction, boost local communities, as well as create additional and better jobs in rail.
