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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Quarterly 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.

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

Publication of April to June 2023 statistical release has been rescheduled due to delays in data supply.


Latest statistical release

Passenger rail service complaints, January to March 2023
Passenger rail service complaints, January to March 2023

Date published: 29 Jun 2023
Date next published: TBC

Key results

  • There were 83,984 complaints closed by train operators in the latest quarter (1 January 2023 to 31 March 2023), an increase of 4% on the same quarter in the previous year’s total (80,561).
  • There were 346,758 complaints closed by train operators in the latest year (1 April 2022 to 31 March 2023), which is a rate of 24.0 complaints per 100,000 journeys. The number of complaints closed was up 23% on the previous year’s total (282,537).
  • In the latest year, 94.2% of complaints were closed within 20 working days. 20 out of 24 train operators met industry requirements to make a full response to 95% of complaints within 20 working days.
  • Overall, 81.4% of complaints were made by email or webform in the latest year.