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 2025 to March 2026
Date published: 13 Aug 2026
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 2025 to 31 March 2026). This was up 0.5 percentage points (pp) compared with the previous year (not a statistically significant change). Satisfaction with the complaint outcome was 30%, which was up 1.6pp compared with the previous year (a statistically significant change).
- In the latest year, Caledonian Sleeper (54%) and London North Eastern Railway (46%) had the highest levels of satisfaction with overall complaint handling. West Midlands Trains (15%) and c2c (19%) had the lowest levels of satisfaction.
Historical factsheets
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2024-25
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2023-24
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2022-23
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2021-22
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2020-21
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2019-20