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Rail regulator assumes sponsorship of the Rail Ombudsman

Rail regulator assumes sponsorship of the Rail Ombudsman The Office of Rail and Road (ORR) has this weekend begun its sponsorship of the Rail Ombudsman. This fulfils the Plan for Rail commitment for ORR to take on this role and will allow it to hold the provider to account for the independent and impartial delivery […]

The Rail Ombudsman’s Approach to Accessibility Claims

Background The Rail Ombudsman opened its doors on 26 November 2018, offering a free to consumers, expert, alternative dispute resolution 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 […]

ORR announces outcome of tender process to appoint a Rail Ombudsman service provider

ORR appoints provider and strengthens Rail Ombudsman scheme for passengers The Office of Rail and Road (ORR) has today announced Dispute Resolution Ombudsman (DRO) as the provider of the new ORR-sponsored Rail Ombudsman scheme. Dispute Resolution Ombudsman, who operate the current Rail Ombudsman scheme under a Rail Delivery Group contract, were appointed following a competitive […]

MP visits the Rail Ombudsman

Thursday, 30 March 2023: The Rail Ombudsman received a visit from local MP, The Right Honourable Stephen McPartland at its headquarters in Stevenage today. An active employer within Hertfordshire, the independent and impartial Ombudsman scheme that was put in place in 2018 to help investigate unresolved passenger disputes, mediates between Rail Consumers and Train Operating […]

Rail Ombudsman releases Resource Pack to Empower Young Rail Users

The Rail Ombudsman is launching ‘The Young Person’s Train Guide’; a rail byelaw campaign aimed at young people by engaging with Rail Operators and other stakeholders in the industry. Train operator Merseyrail has picked up this initiative and has partnered with local schools in the Liverpool City Region to educate the new generation of rail […]