Modification to Passenger Licence: Complaints Handling – ORR

The Ombudsman Association welcomes the Office of Rail and Road’s (ORR) proposal to mandate access to independent redress. 

Whilst we welcome the announcement by RDG that all franchise operators and Network Rail have agreed to sign up to a single, binding, ADR provider, the Ombudsman Association agrees with the ORR’s analysis that making membership of a single, mandatory, redress provider is in the interests of rail users, and is supported by the evidence from other sectors. 

Download an accessible PDF of our response below.