How can we help?
If your complaint is something we can look into, we will investigate and look at the evidence we are given. We will consider both sides to ensure a fair outcome is reached. If possible, we will try to find a solution that all parties can agree to, but if this doesn’t happen, we will make a decision based on the evidence we receive. Our correspondence can be by; phone, letter or email.
If we are not able to take up your complaint, we will let you know why we can’t. We will also let you know where you can take it next.
The Rail Ombudsman has up to 90 days to respond to your complaint; typically our process is concluded within 40 working days. For the current ‘days to close’, please see our latest Annual Review.