Complaints

We handle many complaints each year. This section explains the types of complaints we handle and how to go about making a complaint about the railways.

You may also wish to refer to our frequently asked questions.

Passenger rail enquiries

Passenger rail enquiries are dealt with by Passenger Focus, the independent national rail consumer watchdog.

Health and safety complaints

Complaints regarding health and safety issues are handled by our Railway Safety directorate.

Network Rail complaints

Network Rail are the owner / operator of the rail network. We regulate their activities. You should complain to Network Rail in the first instance and come to us if you are still dissatisfied.

Competition complaints

If you have a complaint about anti-competitive activities, please read the section on how we handle competition complaints.

Complaints about ORR

If you wish to complain about a member of ORR staff or our activities, please read this section.

ORR customer correspondence team (CCT)

Our customer correspondence team handle all complaints that come to us. This page explains the methods of contacting us and how we will respond.