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ORR protects the interests of rail and road users. We are improving the safety, value, and performance of railways and roads, today and in the future.



Passenger rail service complaints

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Biannual statistics on the volume and cause of complaints made to train operating companies.​ This data forms part of ORR's core consumer data requirements from train operating companies; more information can be found at ORR core data.

Data is shown by financial year quarter: Q1 is April to June; Q2 is July to September; Q3 is October to December; and Q4 is January to March. From 1 April 2024, quarterly data will be published twice a year (January and June).

For details on how these statistics are compiled, please see our Passenger rail service complaints and delay compensation claims quality and methodology report and for information on any revisions, please see our Revisions log.

Data and reports that include previous statistical releases on Passenger rail service complaints can be found on the National Archives.

Our statistical practice is regulated by the Office for Statistics Regulation (OSR).

If you have any questions or feedback on these statistics, please contact rail.stats@orr.gov.uk

 

Latest statistical release

Passenger rail service complaints, April to September 2025
Passenger rail service complaints, April to September 2025

Date published: 05 Feb 2026
Date next published: 25 Jun 2026

Key results

  • There were 164,809 complaints closed by train operators in the latest six months (1 April to 30 September 2025), an increase of 4% from the same six months in the previous year.
  • The increase in the number of complaints coincided with an 8% increase in passenger journeys.
  • Overall, there were 18 complaints per 100,000 journeys between 1 April and 30 September 2025, which is lower than the same six months in the previous year (19 complaints per 100,000 journeys).
  • Overall, 97.6% of complaints were closed within 20 working days in the latest six months.

Previous statistical releases

Data tables