Can ORR assist me in pursuing a complaint against a train company?
You should first contact the company directly to allow it the opportunity to address your concerns. Contact details for individual train companies can be found on the National Rail website. Most complaints can be resolved in the first instance by dealing directly with the company responsible.
If you have made a complaint to a train operator, and are dissatisfied with the response you receive, you can contact either Passenger Focus or London TravelWatch for help. Passenger Focus is a statutory body sponsored by the DfT to represent passenger interests and to act as Britain's rail passenger watchdog. London TravelWatch is the official watchdog organisation representing the interests of transport users in and around the capital. Passenger Focus and London TravelWatch cannot become involved until the train company has had a chance to resolve the matter for you.
We also have consumer protection powers under which we will consider complaints after other avenues have failed to resolve the problem and when there is evidence of collective consumer harm. If you are considering making a complaint to us, please see the guidance on our consumer issues page.
For more on how passenger complaints are handled in the rail industry please see our complaints page.
Last updated: August 2012