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Rail Ombudsman – Signposting for passengers

Since its inception in November 2018, Transport Focus has been monitoring the performance of the Rail Ombudsman.

It has identified a number of issues with regards to ‘signposting’ for rail passengers – the provision of  sufficient and timely information regarding this right to take a complaint to the Rail Ombudsman should they remain dissatisfied with the response provided by the train operator.

These were brought to the attention of Rail Delivery Group before it and the Rail Ombudsman attended Transport Focus’ Board meeting in public on 23 July 2019.

This document highlights good practice by certain scheme members in relation to information being provided on train operator websites and passenger documentation, but also provides examples of inconsistent and poor practice for the Board’s information. This information was accurate and up to date as at 30 June 2019.

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