Rail Delivery Group has announced that it has appointed Dispute Resolution Ombudsman to establish the first ombudsman for the rail industry to rule of customer complaints.
The appointment is on behalf of Network Rail and train operators.
The independent body already provides a service to other industries and will have the power to hold train companies to account.
The free to use service will be launched in November and will cover journeys throughout Britain. Passengers that are unhappy with the outcome of their complaint will be able to refer them to be formally ruled on behalf of experts in consumer rights.
Train operating companies are all supporting the ombudsman, reflecting their commitment to improving train services for passengers.
What did the officials say?
Rail Minister, Jo Johnson, said:
“When train companies fall short, it is vital that passengers get the redress they deserve and are treated with respect.
“This is an important step by the industry – an independent and effective ombudsman, working closely with consumer groups, will ensure passengers get a fair deal and give them a stronger voice. And it will also help the rail companies to improve their service to passengers.”
Jacqueline Starr, Managing Director of Customer Experience at the Rail Delivery group, said:
“Rail companies have worked together to appoint the first rail ombudsman to help us deliver on the commitment set out in our long-term plan to increase customer satisfaction and remain the highest rated major railway in Europe.”
Kevin Grix, Chief Executive and Chief Ombudsman at the Dispute Resolution Ombudsman, said:
“We are delighted to be appointed the Ombudsman for Rail and are looking forward to launching our service in November 2018. With our legal foundation and decades of experience providing alternative dispute resolution to some of the UK's most recognised retailers we are well placed to support future improvement in the rail sector.”
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