Transparency Policy
Our commitment to openness and fairness
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Transparency Policy
All employees at the Rail Ombudsman are committed to ensuring openness and transparency so that Service Providers, members of the public, and other stakeholders know why the service exists, what it does, and what to expect from it.
The Rail Ombudsman is operated by the Dispute Resolution Ombudsman (“the Company”).
Objects
The objectives for which the Company is established include:
• Establishing and promoting an ombudsman scheme for complaints processing and dispute resolution. • Promoting improvements in trading standards and issuing codes of practice. • Enhancing customer protection. • Developing and promoting effective dispute resolution between parties. • Providing advice and training services related to the above objectives.
Information on our Website
We are committed to being effective and publicly accessible. Our website serves as an initial point of contact, raising consumer awareness and encouraging stakeholder engagement.
Accessible Formats
Information is available in accessible formats and hard copies upon request. All staff are trained in transparency and independence to respond effectively to queries and uphold our core values of openness, honesty, and integrity.