Who does what?

Train Operating Companies (TOCs): Actually run the trains within franchises granted by the SRA. All TOCs are obliged to publish Passenger Charters which are available from train stations. These will give you guidance as to what you can expect from the service of your train operator and what their policies are if things go wrong. There are fairly standard terms of compensation for delays and cancellations although many disruptions fall outside the responsibility of the operator or if notice had been given, and therefore do not qualify for compensation.

Passenger Focus has replaced the Rail Passenger Committees (RPCs), national passenger advocate that can mediate on complaints between TOCs and passengers (see step 3).

Network Rail is the monopoly owner and operator of the rail infrastructure (track, signalling, bridges, tunnels and stations) and operates under a network licence issued by the Government but enforced by the Regulator.

Office of the Rail Regulator (ORR): Regulates Network Rail and the Health and Safety on the Railways but has no complaint handling facility.

We have treated the London Underground as a train operator for the purposes of this site. The procedures below should be the same although regulation is different. The London Travel Watch replaces the Passenger Focus in this case.

If your complaint is of a general nature you can use our Open Forum to air it.

Plenty of links to further information have been given below if you are unsure of the procedures outlined here.

Local resolution 1: You are advised to mention problems of a service nature to someone on the spot if you can, for example the guard, manager on the train or someone in the travel centre at a station. This can often lead to a resolution of your problem. They may guide you in the right direction to get compensation but ultimately these matters are decided centrally and so it may be easier to go straight to step 2. Set procedures exist for delays etc. You should always keep your ticket as evidence if your complaint is concerning a particular journey so you may need to avoid it being 'swallowed' by a machine.

Local resolution 2: You should contact the customer relations department of the relevant train operator. They will usually reply within 10 working days. You should include all the detail you can including train times etc. in order for the complaint to be addressed quickly.

Complain to Office of the Rail Regulation online

Authorities: If you do not receive a satisfactory response from the train operator then contact Passenger Focus. They represent the rail passenger and can offer guidance and can mediate complaints between passengers and TOCs but will only do so after you have complained to and not received satisfaction from the rail company. Complaining to Passenger Focus is called a Complaint Appeal.

London TravelWatch, like Passenger Focus, will only take up your complaint if you have given the transport provider every chance to consider your complaint and respond to it.

In all cases, if the complaint is still unresolved then you can seek advice from your local Citizens' Advice Bureau. They will give you free advice and may take up your complaint for you.

Court: Failing all else you can still go to court to resolve your dispute. Details of small claims court and other procedures are given in the Legal Section of this site. You can also contact the Community Legal Service (www.clsdirect.org.uk) that gives access to free advice. Otherwise your local Citizens' Advice Bureau will give you advice and will sometimes organise free legal representation for you.

Legal Section