Accessibility
Ready to raise a complaint?
ComplainAccessibility
Our information is available in either English or Welsh. We also welcome enquiries, complaints, and applications in different formats. Please tell us what you require, and we will provide this information as quickly as possible. This may include requesting the following:
Braille
Large Print
Spoken word/telephone
Easy Read
Digital or Hard Copy Format
Coloured paper or colour contrast
Video call (during mediation only)
How to make a request
You can email info@railombudsman.org with your requirements including a delivery address, call the team on 0330 094 0362, or contact us using other channels.
When will I receive my document?
Please allow 10–15 working days for your document to arrive from the date of your request.
Sign Language Interpreter Service
We enable British Sign Language users to contact us using a British Sign Language video interpreter, via the InterpretersLive! service, provided by Sign Solutions. The InterpretersLive! service is available on-demand 5 days a week (09:00 and 17:00). You can also pre-book BSL Video interpreters and other types of remote communication support for anytime and anywhere via any video platform or device.
User Guides
User guides are available to support users of the InterpretersLive! service. Please select an option for more information:
PDF User GuideService Availability
Our InterpretersLive! video service is available 09.00 to 17:00 Monday to Friday.
BSL Quick Start Guide
Support & Troubleshooting
For troubleshooting and how to download the InterpretersLive! app, please visit: https://www.interpreterslive.co.uk/app/
Privacy
Sign Solutions providers of InterpretersLive! are certified ISO 27001 and ISO 9001. All data is processed and held securely.