Welcome to the Rail Ombudsman
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. We also support the rail industry to raise standards.
If you have a complaint regarding a participating service provider which you have not been able to resolve with them, then we may be able to help you.
To find out how to start a complaint or to access an existing complaint, please click on our ‘Complain’ button below.
The Benefits of our Service
ACCESS TO A FREE, INDEPENDENT AND EXPERT SERVICE
CONFIDENCE IN A TRUSTED AND IMPARTIAL ASSESSMENT OF YOUR COMPLAINT
FAIR AND TRANSPARENT OUTCOMES AND PUBLISHED CASE STUDIES
DECISIONS WHICH ARE BINDING ON SERVICE PROVIDERS
CUSTOMERS ARE NOT BOUND BY OUR DECISIONS AND REMAIN FREE TO PURSUE COMPLAINTS THROUGH ANOTHER CHANNEL
FREE USE OF ONLINE RESOURCES INCLUDING HELPFUL GUIDES ON OUR WEBSITE