You are here: Home - Household Bills - News -

New ombudsman launches for unhappy rail passengers

0
Written by:
26/11/2018
Dissatisfied rail passengers unhappy with how their complaints have been handled can now appeal to a new ombudsman service.

The free-to-use Rail Ombudsman, which launches today, is being funded by rail companies who will have to take action if failings are identified.

According to figures from the Office of Rail and Road, just 28% of train passengers were satisfied with the process when they made a complaint to a rail firm.

Andrew Jones, the Rail Minister, said: “This is a significant step forward for passengers’ rights. This independent ombudsman will make sure passengers are heard and that they get a fair deal when train companies fall short.

“Rail firms must take this opportunity to improve their complaints process and to increase customer satisfaction.”

Customers can use the new ombudsman if they are unhappy with the final response from a rail company (sometimes called a ‘deadlock letter’) or if their complaint has not been resolved within 40 working days of the rail company receiving it.

The service will be provided by the Dispute Resolution Ombudsman.

Alex Hayman, managing director of public markets at Which?, said: “The launch of the independent rail ombudsman is a positive step for passengers, who have felt for too long like their complaints are not being taken seriously.

“It should be a wake-up call for train companies to step up and start delivering good customer service when things go wrong. Then passengers will have no need to escalate their complaints.”

Related Posts

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

Unfamiliar banks woo savers with top rates…is your money safe?

If you’ve been keeping an eye on the savings best buy tables, you’ll have noticed some unfamiliar names lu...

What the base rate rise means for you

The Bank of England has raised the base rate by 0.25% to 0.5% – following on from the increase from 0.1% to ...

How to get help with your energy bills

The rise in the energy price cap from April will mean millions of households will pay hundreds of pounds a yea...

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Having a baby and your finances: seven top tips

We’re guessing the Duchess of Cambridge won’t be fretting about maternity pay or whether she’ll still be...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co...

Money Tips of the Week