Frequently asked questions
- Who are we?
- What is an Ombudsman?
- Why might you need our help?
- How can we help you?
- What are the powers of the Rail Ombudsman?
- What are the benefits of our service?
- What are our key principles?
- How do we remain independent?
- How are we funded?
- Will we report publicly about the types and number of complaints that we see?
- Are we subject to Freedom of Information (FOI)?
- Who can complain to us?
- When can you raise a complaint with us?
- What is a deadlock letter?
- What sort of complaints do we cover?
- What sort of complaints do we not cover?
- Which countries are covered by our service?
- In what language(s) is our service available?
- How can you make a complaint?
- How is our service accessible?
- Can someone help you make your complaint?
- What happens after you have made a complaint?
- What happens if we cannot take your complaint further?
- How will you know what is happening with your complaint?
- What if you don’t want to take your complaint any further?
- How will we investigate your complaint?
- What might we ask you for?
- What might we ask the Service Provider for?
- How will we try to resolve your complaint?
- How long will this take?
- What are the possible outcomes?
- What if you agree with our decision?
- Are our decisions binding?
- How long does the Service Provider have to comply with our decisions?
- What if you don’t hear back from the Service Provider after you have accepted our decision?
- What if you prefer the Service Provider’s previous offer to the Ombudsman’s decision?
- What if you don’t agree with our decision?
- What if you are not happy about how we have handled your complaint?
- How do we use your data?
- How can you contact us?
- Are we an extension of the complaint department of Service Providers such as train operating companies?
- How do we ensure quality of service at the Rail Ombudsman?
