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Investigating complaints

Passenger rail enquiries are dealt with by Passengerfocus, the independent national rail consumer watchdog. See related links on the right for more information.

Browse the left-hand navigation for health and safety, infrastructure and competition complaints procedures.

Customer Correspondence Team (CCT)

ORR has a Customer Correspondence Team to ensure that anyone who contacts the office receives a prompt and full response to their comment or query.

CCT members are available between 09.00 and 17.00 Monday to Friday (except public holidays).

If you write, we will:

• send you a full reply within twenty working days; and
• respond to your complaint or enquiry as fully as possible, or where necessary refer your complaint to the appropriate rail industry or regulatory body.

If you telephone, we will:

• respond to any messages received on the telephone answering machine as soon as possible.

If you send an e-mail, we will:

• provide you with a full response within twenty working days; and
• refer your e-mail to the most appropriate organisation or regulatory body if necessary.

The team can be contacted as follows:

Customer Correspondence Team
Office of Rail Regulation
One Kemble Street
London
WC2B 4AN

Telephone: 020 7282 2018 / 2037 / 3863 /3951
Email: contact.cct@orr.gsi.gov.uk

If we fail to meet any of our target response times, we would expect you to contact us immediately.