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. Our vision is to inspire customer confidence and to deliver our service fairly to ensure the right outcome in every case. We also support the rail industry to raise standards. Following the Government’s manifesto pledge in May 2017 to “introduce a passenger ombudsman to stand up for the interests of rail users suffering a poor deal” the Rail Ombudsman was established in November 2018 to provide the UK’s first rail ombudsman service. We provide alternative dispute resolution services to raise standards and improve customer service across the rail industry.