Complaint
Ready to raise a complaint?
ComplainMaking a Complaint
Complaint Step 1
Making a complaint
We are independent and we do not take sides. We investigate fairly and look at the evidence we are given to help you reach a resolution.
How can we help?
If your complaint is something we can look into, we will investigate and consider both sides to ensure a fair outcome. If possible, we will try to find a resolution, but if not, we will make a decision based on the evidence available.
The Rail Ombudsman has up to 90 days to respond to your complaint; typically, our process concludes within 40 working days. For the latest 'days to close' statistics, please check our Annual Review.
When to contact us?
Complaints must be raised within 12 months of receiving a final response from the Service Provider. We can only investigate your complaint after 40 working days or if you have received a "deadlock" letter.
Find out more about starting a complaint and how our process works.
Consumers often ask
If you have a complaint regarding a Service Provider and have been unable to resolve it, we may be able to help.