Are we an extension of the complaint department of Service Providers such as train operating companies?

No. As an Ombudsman we are a separate organisation from Service Providers. Each Service Provider has their own complaint handling procedure which should be followed when a complaint is raised. If you have a complaint, you should engage with the Service Provider to try and resolve your complaint with them directly – we would not be involved at this stage.

We can step in if your complaint remains unresolved after you have followed the Service Provider’s complaint handling procedure. We can only get involved after 40 working days have passed since you complained to the Service Provider or if you have received a final response which you are not happy with. We operate independently to reach a fair outcome and each case is assessed on an individual basis.

To find out more about your Service Provider’s complaint handling procedure, click here.