The Rail Ombudsman
The Rail Ombudsman is an independent, not-for-profit organisation. We offer a free, expert service to help sort out unresolved customer complaints about service providers within the rail industry. Please click to find a list of participating service providers.
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Contact details
Address
Premier House
1st Floor
1-5 Argyle Way
Stevenage
Hertfordshire
SG1 2AD
Contact information
Website: www.railombudsman.org
E-Mail: [email protected]
Tel: 0330 0940362
Type or sector of disputes
The entity is competent for disputes in the following sectors
- Transport Services
Tram, Bus, metro and Underground. - Railways
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The entity is competent for disputes against traders established in
- United Kingdom
Procedure
Fees
- No fee for the consumer
- Fixed fee for the trader
Language(s)
The entity is handling the procedure in the following languages:
- English
Average length of the procedure (in days or months)
- The procedure has an average length of 40 days
Conduct of the procedure
- The procedure is done orally and/or in writing
Outcome of the procedure
- The outcome of the procedure is non-binding
Grounds for refusal
- Dealing with the dispute will seriously affect the functioning of the dispute resolution body
- The consumer did not attempt to contact the trader first to try and resolve the matter
- The dispute is frivolous or vexatious
- The complaint is being or has previously been considered by another dispute resolution body or by a court
