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 raise the matter with the Head of the Customer Correspondence Team.

Should you remain dissatisfied with our response, you may ask the Director of Corporate Services to re-investigate the concerns you have raised.

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