A glimpse into the world of the Rail Ombudsman, the referee in the unlikely event of a train operator not playing fair

I know it sounds ridiculous, but there are times when train operating companies (TOCs) fail to delight their customers. No, stick with it, this can happen. If you are not delighted, or more likely you want your money back after sitting looking at a field for 30 minutes when you should have been at work, your first call should always be to the train operator. If after forty days, or, even earlier, after a deadlock letter, you have got nowhere, then the Rail Ombudsman is for you and is just a click away.

A hearing for passengers: the concourse at Euston on 12 May 2017.
Tony Miles

The Rail Ombudsman can make a binding judgement on the TOC, but not on you, you can fight on (but don’t write to me!).


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