Passenger rail service complaints
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 January to March 2022
Date published: 30 Jun 2022
Date next published: 27 Oct 2022
Key results
- Passenger rail service complaints closed in the latest quarter (1 January to 31 March 2022) were more than four times (326.8%) higher than in the same quarter the previous year (80,561 compared with 18,874).
- There were 282,537 complaints closed by train operators in the latest year (1 April 2021 to 31 March 2022), which is a rate of 28.5 complaints per 100,000 journeys.
- The number of complaints closed was more than double the previous year’s total (133,003). This reflects the increase in passenger journeys as coronavirus (COVID-19) pandemic restrictions have eased. However, overall volumes remain significantly lower than before the pandemic.
- In the latest year, 96.9% of complaints were closed within 20 working days. 20 out of 23 train operators met industry requirements to make a full response to 95% of complaints within 20 working days.
- Overall, 81.9% of complaints were made by email or webform.
Previous statistical releases
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2021-22
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2020-21
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2019-20
Data tables
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Quarterly
- Table 4100 - Complaints closed by operator
- Table 4110 - Complaints per 100,000 journeys
- Table 4113 - Complaints per 100,000 journeys by operator
- Table 4130 - Complaints categories
- Table 4133 - Complaints categories by operator
- Table 4150 - Complaints responded to within 10 and 20 working days
- Table 4153 - Complaints responded to within 10 and 20 working days by operator
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Annual
- Table 4123 - Praise per 100,000 journeys by operator
- Table 4143 - Complaints by contact method and operator
- Table 4160 - Appeals categories closed by Transport Focus and London TravelWatch
- Table 4163 - Appeals closed by Transport Focus and London TravelWatch by operator
- Table 4180 - National Rail Enquiries telephone service