About Us
Our vision
Our vision is to inspire customer confidence and resolve complaints without the need for costly litigation. We are neither a consumer champion nor a trade body. We operate independently to ensure fairness in every case.
Who are we?
We are an independent, not-for-profit organisation approved by the Chartered Institute of Trading Standards and approved as Full Members of the Ombudsman Association.
We offer a free and expert service to investigate unresolved complaints about participating service providers (such as train companies).
We also support the rail industry to raise standards and improve services for customers.
What do we do?
We listen to both sides to find out if we can find a solution that you can both agree to. If that’s not possible, we are empowered to make decisions which are binding on service providers, this means that they have to comply with our decisions.
We can also make recommendations to service providers to improve the way their service is delivered and we publish case studies and data which can provide insight into common complaints and how to raise standards.
Find out more about our process and how to start a complaint.
