Who are we?

We are an independent, not-for-profit organisation approved by the Chartered Trading Standards Institute and are full members of the Ombudsman Association.

We offer a free and expert service to investigate unresolved complaints about train and station operators and rail service providers who participate in the Ombudsman scheme. The Ombudsman calls these Service Providers. We also support the rail industry to raise standards and improve services for customers.

We are not consumer champions or industry representatives; we aim to help and to deliver our service to the highest standard in a fair and balanced way.