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Free and binding rail ombudsman service set for November launch

Users of the rail industry will benefit from the independent rulings of a dedicated ombudsman from November this year, allowing passengers who are unhappy with how TOCs handled their complaints to refer them to experts in consumer rights.

After industry leaders committed to creating a complaints ombudsman in August last year, the Rail Delivery Group (RDG) has now confirmed that it has appointed the Dispute Resolution Ombudsman to become the first ombudsman for the rail sector.

The independent body already provides an ombudsman service for other industries, but will now also have the power to hold train companies to account and make formal rulings on customer service.

The service will be free to use and will cover all rail journeys throughout Britain. If customers are not satisfied with the outcomes of their complaints to rail companies, they can send them to the ombudsman so that it can be formally ruled on.

Any decisions made will be binding, and TOCs must take action if failings are identified.

While the new scheme builds on the already-successful passenger advocacy carried out by Transport Focus and London TravelWatch over the years, the official ombudsman goes a step further, ensuring the regulator has the power to make official redress decisions.

RDG said the appointment follows a competitive procurement process and will give customers greater confidence that they will get a fair hearing.

Jacqueline Starr, the group’s managing director of customer experience, said the roll-out of the service from November will help deliver on the industry’s long-term plan to increase customer satisfaction and “remain the highest rated major railway in Europe.”

Kevin Grix, chief executive and chief ombudsman at the Dispute Resolution Ombudsman, said they were delighted with the appointment and are looking forward to launching the service this year.

“With our legal foundation and decades of experience providing alternative dispute resolution to some of the UK’s most recognised retailers we are well placed to support future improvement in the rail sector,” he added.

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