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.

Complaints handling


The charts above show how the train operator handled rail passenger complaints. They cover the volume of complaints closed and response to those complaints within both 10 and 20 working days. They also show the top 5 types of complaints each train operator has closed.

Detailed figures on passenger rail service complaints can be found on our passenger rail service complaints page