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https://www.transportfocus.org.uk/advice-and-complaints/rail-complaints/
What are your next steps? Have you complained to the train company? If not, in the first instance, you must complain directly to the train company involved. Alternatively, you can consider making an initial complaint to the train company using the disputes resolution service Resolver (with whom Transport Focus works in partnership). Frames are not […]
https://orr.gov.uk/rail/licensing/licensing-the-railway/complaints-handling-procedures
This webpage provides information on complaints handling procedures and is aimed at train and station operators. Information specifically for passengers on making a complaint is also available.. Proposals to introduce an Alternative Dispute Resolution (ADR) scheme in the rail sector will require changes to rail companies' Complaints Handling Procedures (CHPs).
https://www.nationalrail.co.uk/contact/feedback/77662.aspx
Rail Ombudsman. If you are not happy with the response from the Train Company or station operator, you can to appeal to the Rail Ombudsman. The Rail Ombudsman is there to help resolve ongoing complaints between rail service providers and their customers. It’s free to use their services, and they are independent of the rail industry.
https://dataportal.orr.gov.uk/statistics/passenger-experience/passenger-rail-service-complaints/
Passenger rail service complaints. Quarterly statistics on the volume and cause of complaints made to train operating companies, infrastructure managers and passenger watchdogs along with statistics on how well train operating companies respond to complaints.
https://www.theguardian.com/uk-news/2018/oct/25/uk-rail-timetable-fiasco-led-to-huge-spike-in-passenger-complaints
Oct 25, 2018 · UK rail timetable fiasco led to huge spike in passenger complaints This article is more than 1 year old. Most complaints related to punctuality, with hundreds of trains cancelled ...
https://www.railombudsman.org/
The Rail Ombudsman is an independent, not-for-profit organisation. We offer a free, expert service to help sort out unresolved customer complaints about service providers within the rail industry. Our vision is to inspire customer confidence and to deliver our service fairly to ensure the right outcome in every case.
https://www.telegraph.co.uk/news/2018/02/08/rail-passengers-could-win-compensation-complaints-new-ombudsman/
More rail passengers could win compensation for complaints under new ombudsman Save At present more than half of passengers who complain to a train company are unsatisfied with the resolution ...
https://www.railforums.co.uk/threads/new-rail-ombudsman-to-handle-passenger-complaints.160505/
Jul 19, 2018 · A new rail ombudsman is to be set up to handle complaints from passengers about train travel. Complaints about train services are currently running at over half a million a year, following widespread dissatisfaction. The ombudsman will deal with complaints that have not been resolved by train operators or passenger groups such as Transport Focus.
https://dataportal.orr.gov.uk/media/1656/passenger-rail-service-complaints-2019-20-q2.pdf
2019-20 Q2 Statistical Release – Passenger Rail Service Complaints 2 Rail complaints rates, 2019-20 Q2. A . complaint . in the rail industry is any expression of dissatisfaction by a customer or potential customer about service delivery or about company or industry policy. All the complaints data contained within this release are sourced
https://www.moneysavingexpert.com/news/2018/11/rail-ombudsmen-launches-today/
Wider complaints about rail services and policy, such as a general lack of seating on a specific route – these will be passed on to Transport Focus (or in the capital, independent watchdog London TravelWatch). Complaints where the passenger asks for more than £2,500 in compensation.
https://news.sky.com/story/new-ombudsman-for-rail-passenger-complaints-11563984
Nov 26, 2018 · Anthony Smith, chief executive of independent passenger watchdog Transport Focus, said: "We expect the ability of the rail ombudsman to impose binding decisions to resolve complaints - …
https://en.wikipedia.org/wiki/Rail_transport_in_Great_Britain
The railway system in Great Britain is the oldest in the world. The first locomotive-hauled public railway opened in 1825, which was followed by an era of rapid expansion. Whilst the network suffered gradual attrition from about 1900 onwards, and more severe rationalisation in the 1950s and 1960s, the network has again been growing since the 1980s.Infrastructure company: Network Rail
https://www.railpassengers.org/
The Rail Passengers Association is the largest national organization that serves as a voice for the more than 40 million rail passengers in the US. Our mission is to improve and expand conventional intercity & regional passenger train services, support higher speed rail initiatives, increase connectivity among all forms of transportation and ensure safety for our country's trains and passengers.
https://www.nationalrail.co.uk/
The gateway to Britain's National Rail network. A portal into UK rail travel including train company information and promotions; train times; fares enquiries; ticket purchase and train running information
https://researchbriefings.parliament.uk/ResearchBriefing/Summary/CBP-8572
May 20, 2019 · The terms of this agreement, which define the rights and duties of both passenger and TOC, are set out in the National Rail Conditions of Travel and the individual Passenger’s Charter of the TOC. A passenger’s entitlement to compensation depends on the train company they are travelling with.
https://www.theguardian.com/business/2018/jun/14/fall-in-uk-rail-passenger-numbers-casts-doubt-on-viability-of-franchises
Jun 14, 2018 · Rail passenger numbers in the UK fell last year to 1.7bn in the biggest decrease since privatisation in the 1990s, casting fresh doubt on the viability of struggling franchises.Author: Gwyn Topham
https://www.transportfocus.org.uk/advice-and-complaints/your-rights-to-compensation/
Advice & complaints. FAQs; Your rights to a refund (rail) Your rights to compensation (rail) Taking rail complaints further; Rail fares: top tips for getting a good deal; Bus and coach passenger advice and complaints; Case studies; About. Careers; History; Management and governance; Procurement; Transparency and accountability; Contact. How to ...
https://en.wikipedia.org/wiki/Passenger_rail_franchising_in_Great_Britain
Passenger rail franchising in Great Britain is the system of contracting out the operation of the passenger services on the railways of Great Britain to private companies through a system of franchising.. The system was created in the 1990s as part of the privatisation of British Rail, the former state owned railway operator, and involves franchises being awarded by the government to train ...
https://www.breakingtravelnews.com/news/article/new-rail-ombudsman-launches-to-address-passenger-complaints-in-uk/
Nov 26, 2018 · A new rail ombudsman service has launched in the UK, giving passengers a chance to address grievances with train companies. Figures show just 28 …
http://news.bbc.co.uk/2/hi/uk_news/7535805.stm
Jul 31, 2008 · The number of rail passenger complaints fell by nearly 18% over the past year despite an increase in train journeys, a government watchdog has found. Office of Rail Regulation statistics showed complaints per 100,000 journeys fell 17.8% between 2006/07 and 2007/08. Over the same period there was a 7.1% increase in passenger journeys.
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