- Information for passengers
Information for passengers
Welcome to the passenger section of our website. Here you will find information for passengers and the general public.
As the independent regulator of Britain's railways we are here to ensure our railways operate safely and provide value for money for passengers and taxpayers.
If you want advice or help with any of these areas, you can visit the relevant sections of our website.
You may also find useful to read our very brief guide to the rail industry in Britain.
Below, we also have information on:
How are the railways doing?
Every quarter we publish a report on how the rail network is performing, which holds Network Rail – the organisation that runs the mainline network – to account, as well as looking at some aspects of train performance. This covers England, Wales and Scotland. We would welcome your feedback on how useful you find these reports.
If you have a complaint relating to any aspect of your journey...
If you have a complaint relating to your ticket or travelling by rail, you should contact the relevant train company first, to give it the opportunity to respond.
If you have a complaint about your experience when buying a ticket from a retailer other than a train company, you should take this up with the retailer.
You can find a list of train companies on the National Rail Enquiry website, or you can phone National Rail Enquiries on: 08457 48 49 50 or National Rail Enquiries Textphone: 0845 60 50 600 (for customers with hearing impairments).
Help with making a complaint
Before contacting the train company, you might like to look at the websites of Passenger Focus or London TravelWatch, as their frequently asked questions and advice pages contain useful information that may help you when making a complaint.
What happens if you are still not happy?
If you are not satisfied with the response you receive from the train operating company or retailer, you can contact Passenger Focus or London TravelWatch, as appropriate, who may be able to assist you further.
You should note that they cannot take up your complaint until you have contacted the relevant train company and given it a chance to respond first, and you should enclose all previous correspondence with the train company/retailer.Visit our complaints section below for more details.
Our role as a regulator and what we can do to help you.
Complaints about crowding on trains should be addressed, in the first instance, to the train operator concerned.
Information about fares increases and penalty fares.
The ORR Data Portal is an online interface for ORR's database of official and rail statistics. It contains data on safety, service satisfaction, rail usage, performance, network capability and assets and much more. The Data Portal offers an interactive tool that will help you access standard reports or create your own reports.
Under current health and safety law, railway operators should reduce the risk from gaps as low as is reasonably practicable.
If you have a complaint about disruption to your service due to adverse weather or engineering works, you should first contact your train operating company.
If you have a complaint about the information provided to you about your train journey, you should address it to the relevant train operator first.
Information about station car park charges.
If you feel a train operator is not protecting the needs of disabled passengers and have been dissatisfied with their response to your complaint, you should contact Passenger Focus.
Following a consultation by the Department for Transport (DfT), the Government has decided to proceed with the development of a new high speed rail network in the UK, with a first phase between London and the West Midlands. Further information is available on the DfT website.
If you have a complaint about an issue related to railway infrastructure or adjacent land belonging to Network Rail, you should contact Network Rail directly.
We have published guidance on Using level crossings safely ( PDF 354 Kb), a guide for managers, designers and operators ( PDF 1876 Kb) and guidance for farmers ( PDF 30 Kb). Further information on level crossings is available on Network Rail’s website.
Railway company employees
If you have a health and safety complaint that has not been successful with your manager, with the unions or with CIRAS, you may contact us and we will forward you to the appropriate railway safety team member. Your confidentiality will be protected if you so request.
Personal Track Safety training (PTS)
If you are applying for a job in the rail industry you will need to contact Network Rail regarding PTS training.
Visit this section if you have a complaint about the railways and you want to know who to contact first.
Last updated: September 2013.