Rail industry launches ombudsman to deal with flurry of complaints following May timetable chaos
The rail industry has today launched the first ever ombudsman to deal with the high volume of complaints from passengers in the wake of May's timetable chaos.
Customers are now able to appeal directly to the free-to-use ombudsman if they are unsatisfied with how their complaint has been handled by individual train companies, or they haven't received a response in 40 working days. The rail ombudsman will also act as a mediator in resolving appeals or will issue a formal and legally binding ruling if the two parties can't agree.
Under the old system, a passenger could only escalate their claim to the independent watchdog Transport Focus, which cannot force operators to act.
The launch comes as train companies face scrutiny over their handling of passenger complaints. According to data from rail regulator the Office of Rail and Road, only 28 per cent of complainants were satisfied with the outcome of their complaint in the past year, and just over one per cent progressed into appeals.
A recent survey by consumer watchdog Which revealed that only one in five passengers who filed a complaint to train operator Govia Thameslink Railway, which was at the centre of the May timetable chaos, were happy with how it was handled.
Recently appointed rail minister Andrew Jones 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.”
Which managing director of public markets Alex Hayman added: "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."