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. 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


Latest statistical release

Passenger rail service complaints October to December 2021
Passenger rail service complaints October to December 2021

Date published: 07 Apr 2022
Date next published: 30 Jun 2022

Key results

  • Passenger rail service complaints closed in the latest quarter (1 October to 31 December 2021) were almost three times (179.2%) higher than the same quarter last year. This reflects the increase in passengers as coronavirus (COVID-19) pandemic restrictions have eased.
  • Compared to the same quarter last year, passenger journeys more than doubled, which contributed to a deterioration in punctuality and reliability and subsequently an increase in complaints. However, overall volumes remain significantly lower than before the pandemic.
  • Overall, there were 90,144 complaints closed by train operators in October to December 2021. This represents a rate of 31.6 complaints per 100,000 journeys.
  • Overall, 96.7% of complaints were closed within 20 working days in October to December 2021. 20 out of 24 train operators met the industry requirement to make a full response to 95% of complaints within 20 working days.