0330 094 0362Email: info@railombudsman.org
Complaint
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Ready to raise a complaint?
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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.
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.
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.
If you have a complaint regarding a Service Provider and have been unable to resolve it, we may be able to help.