Rail (UK) - - News -

RAIL’s ver­dict: There was an air of in­evitabil­ity about the long-awaited launch date of an in­de­pen­dent rail com­plaints om­buds­man hap­pen­ing to fall on a day (Novem­ber 26) of sig­nif­i­cant ser­vice dis­rup­tion on var­i­ous parts of the net­work.

This doesn’t ap­pear to have been lost on our tweeter @KweenOfThones ei­ther, who was mildly amused by the ob­vi­ous irony of this co­in­ci­den­tal tim­ing.

For­tu­nately, there is also a more se­ri­ous point to be made here, in that the new Dis­pute Res­o­lu­tion Om­buds­man will of­fer pas­sen­gers fur­ther re­dress over com­mon com­plaints such as poor punc­tu­al­ity or re­li­a­bil­ity.

It is thought that around 6,000 com­plaints will be re­ferred to the ser­vice each year (see Net­work News, page 21), and it should give all rail users more con­fi­dence that they will achieve a fair out­come from the es­tab­lished com­plaints pro­ce­dure.

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