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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 methodology and quality 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

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Latest statistical release

Passenger rail service complaints 2019-20 Q3
Passenger rail service complaints 2019-20 Q3

Date published: 02 Apr 2020
Date next published: 25 Jun 2020

Key results

  • There were 31.3 complaints per 100,000 journeys for franchised train operators in 2019-20 Q3, an increase of 5.7% compared to 2018-19 Q3.
  • Punctuality/reliability of rail services remained the largest category of passenger complaint in 2019-20 Q3 at 26%. The largest percentage point (pp) increase in 2019-20 Q3 compared with Q3 last year was also regarding complaints about punctuality/reliability (a 3.1 pp increase).
  • Nationally, 94.9% of complaints were closed within 20 working days during 2019-20 Q3. A total of 15 out of 23 train operators met the industry requirement to close 95% or more of their complaints within 20 working days.
  • There were 316 appeals closed by passenger watchdogs in 2019-20 Q3, a decrease of 82.7% compared to the same quarter last year. This large decrease is due to many appeals being directed to the new Rail Ombudsman instead of Transport Focus or London TravelWatch.