Dispute Resolution Ombudsman appointed

A Dispute Resolution Ombudsman has been appointed by the Rail Delivery Group, to rule on customer complaints where passengers and a train operator cannot reach agreement. It follows a consultation launched by the Office of Rail and Road in 2017.

When the rail ombudsman is running, the outcome of passenger complaints will be decided by experts on consumer rights. Rulings made will be binding, and train operators will have to take action if failings are identified.

Rail Minister Jo Johnson described the appointment as “an important step”, while RDG Managing Director of Customer Experience Jacqueline Starr said: “Rail companies have worked together to appoint the first rail ombudsman to help us deliver on the commitment set out in our long-term plan to increase customer satisfaction and remain the highest rated major railway in Europe.”

The Campaign for Better Transport welcomed the appointment, but spokesman Steve Chambers said: “An ombudsman should be a last resort and not something people have to access very often. What we really want to see is train companies providing a better service, so that passengers have no need to complain in the first place.

“Train companies need to improve the way they handle passenger complaints and deal with compensation claims quickly. They must also look at how they communicate when things do go wrong, and learn from the recent mistakes surrounding the introduction of the timetable.”