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.

Our statistical practice is regulated by the Office for Statistics Regulation (OSR).

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 2023
Passenger rail service complaints, October to December 2023

Date published: 04 Apr 2024
Date next published: 27 Jun 2024

Key results

  • There were 90,146 passenger rail service complaints closed in the latest quarter (1 October to 31 December 2023), down 7% from the same quarter in the previous year.
  • The increase in complaint volumes reflects increased passenger journeys, which were up 20% compared with the same quarter in the previous year. Overall complaint volumes remain lower than before the pandemic.
  • Overall, there were 22 complaints per 100,000 journeys between 1 October and 31 December 2023, which is lower than the same quarter in the previous year (28 complaints per 100,000 journeys).
  • Overall, 93.5% of complaints were closed within 20 working days in the latest quarter. 21 out of 24 train operators met the industry requirement to make a full response to 95% of complaints within 20 working days.