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Consumer Documents

Application Form

Quick Start Guide

Common Complaints and Likely Outcomes Handbook

Consumer Engagement Policy

Consumer Guide

Dispute Resolution Ombudsman Limited Reasonable Adjustment Policy

Rail Ombudsman Compensation Framework

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Rail Ombudsman Complaints Process

Rail Ombudsman Rail ADR Service Rules

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Rail Ombudsman Minutes

Rail Sector Liaison Panel

Rail Sector Liaison Panel Minutes – July 2022

Rail Sector Liaison Panel Minutes – April 2023

Rail Sector Liaison Panel Minutes – December 2019

Rail Sector Liaison Panel Minutes – December 2021

Rail Sector Liaison Panel Minutes – December 2022

Rail Sector Liaison Panel Minutes – January 2021

Rail Sector Liaison Panel Minutes – March 2020

Rail Sector Liaison Panel Minutes – May 2021

Rail Sector Liaison Panel Minutes – October 2022

Rail Sector Liaison Panel Minutes – September 2021

Scheme Member Panel

Scheme Member Panel Minutes – February 2024

Scheme Member Panel Minutes – July 2024

Passenger Advisory Panel

Combined Meeting of Passenger Advisory Panel and Scheme Member Panel minutes – February 2025

Passenger Advisory Panel Minutes– January 2024

Passenger Advisory Panel Minutes– July 2024

Board

Rail Ombudsman Board Minutes - 17 June 2024

Rail Ombudsman Board Minutes - 17 March 2024

Rail Ombudsman Board Minutes - 6 March 2025

Rail Ombudsman Board Minutes – 9 December 2024

General

Law Society Green Paper on 21st Century Justice – DRO Response

The Rail Ombudsman launches new website

The Rail Ombudsman: 2018-2023 Casework Deep Dive Report

The Rail Ombudsman’s Response to the ORR Consultation on a draft Complaints Code of Practice

Annual Reviews

The Rail Ombudsman Annual Review 2019

The Rail Ombudsman Annual Review 2020

The Rail Ombudsman Annual Review 2021

The Rail Ombudsman Annual Review 2022

The Rail Ombudsman Annual Review 2023

The Rail Ombudsman Annual Review 2024

Surveys

Scheme Member Experience Survey Report – November 2024

Statutory Appeals Bodies Joint Working Survey report – November 2024

Statutory Appeals Bodies Joint Working Survey report – October 2025

The Rail Ombudsman Consumer Experience Survey Report – December 2020

The Rail Ombudsman Consumer Experience Survey Report – December 2021

The Rail Ombudsman Consumer Experience Survey Report – December 2022

The Rail Ombudsman Consumer Experience Survey Report – March 2023

The Rail Ombudsman Consumer Experience Survey Report – March 2025

The Rail Ombudsman Consumer Experience Survey Report – November 2019

Quarterly Statistical Reports

Rail Ombudsman – Quarterly Statistical Report – Q3 2023 – 2024

Rail Ombudsman – Quarterly Statistical Report – Q2 2022 – 2023

Rail Ombudsman – Quarterly Statistical Report – Q3 2022 – 2023

Rail Ombudsman – Quarterly Statistical Report – Q1 2021 – 2022

Rail Ombudsman – Quarterly Statistical Report – Q1 2022 – 2023

Rail Ombudsman – Quarterly Statistical Report – Q1 2023 – 2024

Rail Ombudsman – Quarterly Statistical Report – Q1 2024 – 2025

Rail Ombudsman – Quarterly Statistical Report – Q1 2025 – 2026

Rail Ombudsman – Quarterly Statistical Report – Q2 2021 – 2022

Rail Ombudsman – Quarterly Statistical Report – Q2 2023 – 2024

Rail Ombudsman – Quarterly Statistical Report – Q2 2024 – 2025

Rail Ombudsman – Quarterly Statistical Report – Q3 2021 – 2022

Rail Ombudsman – Quarterly Statistical Report – Q3 2024 – 2025

Rail Ombudsman – Quarterly Statistical Report – Q4 2021 – 2022

Rail Ombudsman – Quarterly Statistical Report – Q4 2022 – 2023

Rail Ombudsman – Quarterly Statistical Report – Q4 2023 – 2024

Rail Ombudsman – Quarterly Statistical Report – Q4 2024 – 2025

CTSI Reports

Schedule 5 Activity Report 2021

Schedule 5 Activity Report 2023

Schedule 5 and 6 Activity Report 2020

Schedule 5 and 6 Activity Report 2022

Schedule 5 and 6 Activity Report 2024

Independent Assessor Reports

Independent Assessor Annual Report – Referrals 2021

Independent Assessor Annual Report – Referrals 2022

Independent Assessor Annual Report – Referrals 2023

Independent Assessor Annual Report – Referrals 2024

Independent Assessor Terms of Reference

Last reviewed: 18/11/2025

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