Our Independence and Governance
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ComplainRail Ombudsman Governance Document
The Rail Ombudsman is operated by Dispute Resolution Ombudsman (Registered in England & Wales, Company No. 08945616), a subsidiary of The Ombuds Group (registered in England and Wales, company number: 14275884).
DRO is a not-for-profit company limited by guarantee.
The Rail ADR Service Board
Comprising an independent Chair and members including a majority in Non-Executive roles, the Board is responsible for appointing the Chief Ombudsman and providing governance. The Rail ADR Service Board also helps to safeguard the Rail Ombudsman’s interests so that it is free to operate effectively and independently. The Board meets quarterly and oversees the application of the Scheme Rules and Eligibility Criteria. Everyone on the board signs a Fit and Proper Person Declaration. The Rail ADR Service Board consults with the Rail Sector Advisory Panels, which provide access to relevant expertise and insight.
Our Team
Our team of Rail Ombudsman staff are dedicated and passionate and have come to the Ombudsman as specialists in their field. All of our Ombudsman team are legally trained professionals. The organisation has 18 ADR officials, who are appointed after a rigorous recruitment process and employed on a permanent basis.
Remuneration is not linked to the outcome of casework and all staff are required to declare any interests under our formal Conflict of Interest Policy: Conflict of Interest Policy – Rail Ombudsman.
Independent Assessor
To ensure transparency, an Independent Assessor reviews operations and reports findings to maintain fairness. This role strengthens the independence and credibility of the Ombudsman’s work.
The Rail ADR Service Board has appointed Professor Naomi Creutzfelt as the Independent Assessor.
The Independent Assessor conducts annual reviews, identifying any areas for improvement. Their report is made publicly available, reinforcing our commitment to accountability. By assessing decisions and operational effectiveness, they help us refine our approach and maintain high standards.
Rail Sector Advisory Panels
The Passenger Advisory Panel consists of individuals with knowledge and experience of consumer interests and includes representatives from the rail industry passenger watchdogs, London TravelWatch and Transport Focus, experts in ADR, academia and other consumer advocacy bodies. The Scheme Member Panel consists of representatives of rail service providers, drawn from different regions including devolved administrations, geographical routes and train operator types. This ensures that a range of train operators, station operators, for example Network Rail, and voluntary members, such as National Rail Enquiries, are represented. The Panels share the following purposes:
- Advise the Board on emerging trends and issues from the perspective of relevant experts and representatives of key interests;
- Advise the Board on how the Rail Ombudsman can deliver on its objectives and functions, especially its role of driving continuous improvement in the rail sector; and
- Identify opportunities to refine or expand the work of the Rail Ombudsman, for example by suggesting different ways of working.