The Rail Ombudsman launches new website to improve accessibility and user experience

Date: 7th July 2025

The Rail Ombudsman, part of The Ombuds Group has unveiled its newly redesigned website to better serve users. Created with development support from cloud-based software platform Tizo, the updated site offers a more accessible, intuitive, and informative experience for both consumers and industry stakeholders.

Informed by user feedback including dedicated accessibility testing procured by the Office of Rail and Road (ORR), the new website includes several enhanced features alongside refreshed imagery and a design that better reflects the organisation’s ethos:

• Accessibility compliance: Independently tested and conforms to the latest WCAG 2.2 AA standards.

• 40 Working Days Calculator: Easily check whether your complaint falls within the eligible timeframe for escalation.

• Accessibility toolbar: Offers screen reading, translation, and custom styling options to support diverse user needs.

• Key documents now in HTML format: Improves readability and accessibility across all devices.

• Structured documents page: Organises downloadable documents more clearly for easier navigation.

• Support for British Sign Language (BSL) users: A new QuickStart video in BSL– available to watch here.

Kevin Grix, Group Chief Executive and Chief Ombudsman at The Ombuds Group said: “The Rail Ombudsman is here to help consumers resolve disputes and to provide insight that supports positive change within the rail sector. Our new website reflects our commitment to clarity, accessibility and continuous improvement.”

Stephanie Tobyn, ORR’s director of strategy, policy and reform, said: “We welcome the launch of the new, Rail Ombudsman website, particularly its enhanced accessibility features, which are expected to improve the overall user experience.

This positive development stems from insights gained through our research into passengers’ experiences with the service, followed by the implementation of an agreed improvement plan. As the sponsoring body, we remain committed to providing ongoing oversight and assurance of the service’s performance and quality."

For more information about the Rail Ombudsman and to view the new website, please visit:

www.railombudsman.org