New Complaints Code of Practice

A final version of a new Complaints Code of Practice (CoP) for train and station operators has been published by the Office of Rail and Road.

It aims to set out good practice principles and core minimum standards that must be employed by operators through their complaints handling procedures.

The latest document includes new reporting requirements which mean operators will have to publish information annually on how they have actively used and applied learning from complaints within their business.

“Our policy is to promote continuous improvements in passengers’ experience of rail, through train and station operators acting on feedback from complaints,” said ORR’s Head of Consumer Team Jacqui Russell.

“The new CoP should deliver on that, and we look forward to working with train operators on implementing these changes.”

The CoP is due to come into force from April 1 2023, subject to operators consenting to the changes via a statutory consultation on licence changes later this month.