The Rail Ombudsman is an independent organisation which offers a free and expert service to investigate complaints you have about rail service providers, such as train companies.
The Rail Ombudsman:
- will listen to both sides of a complaint to find a solution that both parties can agree to
- can make decisions which are binding on service providers where there is no agreement and a complaint is upheld
- can make recommendations to rail service providers to improve the way their service is delivered
The ombudsman normally only hears complaints after you have first complained to your rail service provider.
In future, the ombudsman will publish case studies highlighting common complaints and how to raise standards.