by Jackie Porter on 26 November, 2018
Thanks to Which online for this really simple explanation of how the new Rail Ombudsman can help you if your complaint isn’t handled properly.
How the Rail Ombudsman will work:-
From today (Monday 26th November 2018), if you make a formal complaint to a train company and then think it was unfairly rejected, you can escalate it to the Rail Ombudsman.
The Rail Ombudsman will investigate complaints, such as: train delays and cancellations; customer service; safety issues (for example, overcrowding); availability and access to station facilities including toilets; passenger assistance, facilities for customers with disabilities, and discrimination or issues arising under the Equality Act 2010.
It won’t investigate complaints about issues such as strike action, penalty fares or how a railway line affects your home.
Complaints from before today also can’t be escalated to the ombudsman.
That means that Northern, Thameslink and Great Northern passengers – with just a week left to make compensation claims – won’t be able to make a complaint about the May 2018 timetable chaos, for example.
But for those of you on South Western Railways, Virgin Trains etc – you can do so.
Do you have a complaint that is unresolved?Leave a comment