Passenger rail service complaints

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Quarterly statistics on the volume and cause of complaints made to train operating companies, infrastructure managers and passenger watchdogs along with statistics on how well train operating companies respond to complaints. This data forms part of ORR's core consumer data requirements from train operating companies; more information can be found at ORR core data

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.

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


Passenger satisfaction with complaints handling

Passenger satisfaction with complaints handling

We have produced a factsheet on passenger satisfaction with train operators’ complaints handling processes.


Latest statistical release

Passenger rail service complaints 2020-21 Q2
Passenger rail service complaints 2020-21 Q2

Date published: 07 Jan 2021
Date next published: 08 Apr 2021

Key results

  • During 2020-21 Quarter 2, passenger rail service complaints have continued to be affected by the coronavirus (COVID-19) pandemic. The volume of train services and passengers on the network has remained low, resulting in continued high levels of punctuality and reliability and subsequently a continued low volume of complaints.
  • Nationally there were 41,183 complaints closed in 2020-21 Quarter 2, this represents a decrease of 69.3% compared to 2019-20 Quarter 2. Ticketing and refunds policy was the most complained about category, accounting for 13.6% of all complaints closed.
  • Nationally, 97.3% of complaints were closed within 20 working days in 2020-21 Quarter 2. A total of 22 out of the 23 train operators met the industry requirement to close 95% or more of their complaints within 20 working days.
  • Passenger watchdogs closed 203 appeals in 2020-21 Quarter 2, a 14.0% increase compared to 2019-20 Quarter 2. The main reason to appeal was related to the complainant not receiving a response from the operator, with 25.1% of all appeals.