The rail regulator has backed ministers’ plans to introduce a passenger ombudsman, after revealing a rising number of complaints coupled with unsatisfactory complaint handling.
The majority of people complaining to rail firms are unhappy with both the handling and outcome of their complaints, the Office of Rail and Road (ORR) said.
Complaints rose by 8% to over 500,000 in the past year and 12 out of 24 train companies did not provide a full response to 95% of complaints they received within the required 20 working days.
Train companies’ overall customer service is making progress, with better passenger information and delay compensation, but ‘complaints handling must improve’, it said.
Rail minister Paul Maynard
Its annual report on customer service on the railway focuses on four areas of the passenger experience: ticket selling, how well companies provide passenger information, support provided for people who need help, and complaints and compensation handling.
Research carried out by the ORR in conjunction with train companies reveals that 59% were dissatisfied with the outcome of their complaint and 52% dissatisfied with the way their complaint was handled, although there were ‘areas of good practice’, such as staff politeness and the ease of making complaints.
John Larkinson, ORR director of railway markets and economics, said: ‘We are seeing that the industry is improving customer service in some areas, such as compensation for delays, but the quality of service when dealing with passenger complaints needs to be better. This is why we are supporting setting up an ombudsman and will also continue working with industry to keep offering a better service to passengers.’
The Conservative manifesto for last month’s General Election pledged to bring to ‘introduce a passenger ombudsman to stand up for the interests of rail users suffering a poor deal’. However, the measure was not part of the subsequent Queen’s Speech.
The Department for Transport told Transport Network that rail minister Paul Maynard has been leading discussions with industry and consumer bodies about introducing an ombudsman and that it expects to be in a position to provide a further update by the end of the summer.
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