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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 satisfaction (complaints handling)

Annual statistics on how well train operating companies respond to complaints. 

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.

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 factsheet

Passenger satisfaction with complaints handling, April 2024 to March 2025
Passenger satisfaction with complaints handling, April 2024 to March 2025

Date published: 05 Aug 2025
Date next published: TBC

Key results

  • Overall, 31% of respondents were satisfied with how the train operator handled their complaint in the latest year (1 April 2024 to 31 March 2025). This was up 2.9 percentage points (pp) compared with the previous year (a statistically significant change). Satisfaction with the complaint outcome was 29%, which was up 1.4pp compared with the previous year (a statistically significant change).
  • In the latest year, Grand Central (55%) and London North Eastern Railway (45%) had the highest levels of satisfaction with overall complaint handling. c2c (16%) and West Midlands Trains (21%) had the lowest levels of satisfaction.