What if you don’t hear back from the Service Provider after you have accepted our decision?

The Rail Ombudsman will be able to follow this up after the Service Provider has had a reasonable opportunity to arrange this with you. Please allow 20 working days for the Service Provider to process your settlement (or 10 working days if you are awaiting a refund). If you do not hear from them or have not received your settlement after this period, please e-mail: aftercare@railombudsman.org with the details of your case.