To get started, click our ‘Complain’ button below.
We offer a free, expert service to help sort out unresolved customer complaints about Service Providers within the rail industry. If you prefer, you can fill out a paper application form and send it back to us by email or post. Download a copy here or contact us if you need us to send the form to you or to raise a complaint via other accessible channels.
ComplainTo learn more, please visit our FAQs and Resources
Welcome to the Rail Ombudsman
The Rail Ombudsman is an independent, not-for-profit organisation.
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.
More about us
Our process
1 Submit
2 Assessment
3 Response
4 Review
5 Resolution
6 Outcome* Please allow the Service Provider 40 working days to resolve your complaint unless you receive a final response, sometimes called a deadlock letter, sooner.
Now that you know more, are you ready to raise your complaint with us?
Complain