Our Independence and Governance
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ComplainRail Ombudsman Governance Document
The Rail Ombudsman is operated by Dispute Resolution Ombudsman, a not-for-profit company limited by guarantee.
The Board provides oversight over governance, independence, and operational transparency to ensure fairness in the rail industry. Our commitment is to ensure that consumer complaints are resolved in an impartial and independent manner, allowing passengers and Service Providers to engage in a fair resolution process.
The Rail ADR Service Board
The Board comprises an independent Chair and members, ensuring governance and safeguarding the Rail Ombudsman’s interests. It oversees the application of Rail ADR Service Rules and Eligibility Criteria and consults the Rail Sector Advisory Panels. This ensures that our decisions are based on expert knowledge and regulatory compliance.
The Board meets quarterly to review policies and operational performance, ensuring we remain independent of railway operators and other industry stakeholders. Through ongoing assessment, the Board continuously evaluates our effectiveness in resolving disputes.
Our Team
The Rail Ombudsman is operated by Dispute Resolution Ombudsman. The organisation has 18 ADR officials, who are appointed after a rigorous recruitment process and employed on a permanent basis.
Our staff are legally qualified professionals who are dedicated to resolving complaints fairly. They operate independently, with no remuneration linked to case outcomes. This ensures neutrality and builds confidence in our processes.
Each case is reviewed individually by trained experts, applying industry knowledge to reach fair and well-reasoned decisions. We work closely with stakeholders to ensure continuous learning and adaptation to industry trends, improving service for passengers.
Independent Assessor
To ensure transparency, an Independent Assessor reviews operations and reports findings to maintain fairness. This role strengthens the independence and credibility of the Ombudsman’s work.
The Rail ADR Service Board has appointed Professor Naomi Creutzfelt as the Independent Assessor.
The Independent Assessor conducts annual reviews, identifying any areas for improvement. Their report is made publicly available, reinforcing our commitment to accountability. By assessing decisions and operational effectiveness, they help us refine our approach and maintain high standards.
Our Commitment to Transparency
We regularly publish reports on the cases we handle, providing insights into trends and recommendations for improvement in the industry. This data is used to help Service Providers refine their operations, ultimately improving customer experience.
The Ombudsman also works in collaboration with regulatory bodies, consumer groups, and government agencies to enhance the quality of service across the railway sector.