How to complain about the service you have received from ORR

We aim to provide an efficient and helpful service to those who contact us for information on railway issues within the targets that the office has set. However, should you feel unhappy with the standard of service you have received, you should put your complaint in writing to the senior executive in the customer correspondence team.

Your complaint will be acknowledged and forwarded to the relevant ORR director to investigate your complaint.

We aim to respond and investigate such complaints within 20 working days. If it becomes apparent that our investigation will take longer, we will inform you at the earliest opportunity.

Should you remain dissatisfied with our response, you may contact the Parliamentary Ombudsman to re-investigate the concerns you have raised.

Ultimately, it is the duty of the Parliamentary Ombudsman to ensure that public bodies comply with the terms of their complaints handling procedure, and ensure that customers receive the service to which they are entitled.

Last updated: 27 February 2008