When can Transport Focus become involved in my complaint?
Many types of unresolved complaints will be ‘in scope’ for The Rail Ombudsman, but not all.
For full information on the role and operation of The Rail Ombudsman visit the scheme website. The Ombudsman will probably focus more on complaints about failure in service delivery and information.
Transport Focus will continue to help passengers resolve complaints that fall outside the scope of scheme. In particular, Transport Focus will continue to focus on the specification of services which train companies cannot necessarily effect – Government sets out through the franchises much of the detail around what is purchased by way of services on the railway from train operating companies.
Complaints and advice