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The Rail Ombudsman

The Rail Ombudsman

The Rail Ombudsman is an independent, not-for-profit organisation. We offer a free, expert service to help sort out unresolved customer complaints about service providers within the rail industry. Please click here to find a list of participating service providers.


Contact details


Premier House
1st Floor
1-5 Argyle Way

Contact information

Website: www.railombudsman.org
E-Mail: [email protected]
Tel: 0330 0940362

Type or sector of disputes

The entity is competent for disputes in the following sectors

  • Transport Services
    Tram, Bus, metro and Underground.
  • Railways


The entity is competent for disputes against traders established in

  • United Kingdom



  • No fee for the consumer
  • Fixed fee for the trader


The entity is handling the procedure in the following languages:

  • English

Average length of the procedure (in days or months)

  • The procedure has an average length of 40 days

Conduct of the procedure

  • The procedure is done orally and/or in writing

Outcome of the procedure

  • The outcome of the procedure is non-binding

Grounds for refusal

  • Dealing with the dispute will seriously affect the functioning of the dispute resolution body
  • The consumer did not attempt to contact the trader first to try and resolve the matter
  • The dispute is frivolous or vexatious
  • The complaint is being or has previously been considered by another dispute resolution body or by a court

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