orr_2020_logo

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.

If you have any questions or feedback on these statistics, please contact rail.stats@orr.gov.uk

 

Latest factsheet

Passenger satisfaction with complaints handling 2020-21
Passenger satisfaction with complaints handling 2020-21

Date published: 06 Jul 2021
Date next published: TBC

Key results

  • Overall 32.6% of respondents were satisfied with how the operator handled their complaint in 2020-21. This is an increase of 2.7 percentage points (pp) compared with 2019-20.
  • Satisfaction with the outcome of the complaint was 32.8% in 2020-21. This is an increase of 1.8pp compared with 2019-20.