Rail Ombudsman Opiniones 

The ombudsman resolved my complaint with Cross Country Trains very quickly. They kept me informed of progress throughout the process.

SWR refused to accept that ticket validity depended on the conditions set by the TOC which set the ticket price, not on the conditions which apply to SWR-priced tickets—showing extraordinary ignorance of ticketing policy. Despite several iterations, SWR failed to concede, and even on referral to the Rail Ombudsman, it stood firm. It subsequently threw in the towel, and the Ombudsman got it to refund the whole ticket price, not just the additional costs imposed. Feedback from the Ombudsman's office was prompt and detailed, and the outcome was very satisfactory. If only SWR customer services had worked like this.

After no payment from the train company after constant promises, I contacted the ombudsman and it was all sorted in a matter of weeks. Thank you so much

The rail ombudsman service was prompt, professional and supportive throughout the dispute. They kept me updated throughout the process and are clearly focused on providing and first class service, hence thank you Connor and Ryan.

Very good, they resolved my issue quickly, followed up and helped me with a final step to get my claim paid

The ombudsman finally got the minimum of what I was owed by the outrageously bad X-Country Trains, after they failed to acknowledge that they owed me anything ….to getting £78
I think it is outrageous that you are only repaid for being delayed, and not for having appalling service on the train for example…having to sit in the corridor, not be offered food water or drink drinks for hours, having minutes to race across platforms due to delays, and missing connections because of delays… and these things seem to be happening with great frequency. Apart from not wanting to pay you, the services don’t even apologise.

The Rail Ombudsman service was easy to use and they kept me informed. It was quite a slow process but that may be due to the volume of inquiries or the rail company I was disputing. They achieved a satisfactory outcome on my behalf.

THIS IS NOT AN OMBUDSMAN SERVICE.

As almost everyone on this feed has stated this is a service paid for by the rail companies to protect their interests.

They do not care about your complaint - only blocking it for as long as possible.

I suggest raising this with the transport minister as hundreds of decent people are all having the same experience with these criminals

Hull trains cancelled my train and told me to rebook a ticket and reclaim the cost from them. They then ignored my emails for almost 3 months until I got in touch with the Rail Ombudsman. Within a few days I got an offer through of a refund + £10 compensation!

Conor helped me when EMR were refusing to accept fault for numerous delays I have incurred on their route. He ensured that I was always offered the opportunity to continue to progress to a satisfactory resolution. More people should be aware of the ombudsman!

I had my complaint to LNER for a delay of over 30 minutes on a journey on the July 1st refused by LNER despite the fact that their website showed a delay of 33 minutes on my journey and after originally saying I should receive £42 67.

On first contacting the Rail Ombudsman I was advised as I didn't have a deadlock letter to wait for 40 days before resubmitting my claim to them.

They then looked into my case and later confirmed that LNER would refund me the £42 67 plus a £35 handling fee. I accepted their offer and 10 days later the money was in my bank account.

I would highly recommend their service.

I was very pleased with the service I received. Connor reviewed my case careful and made sure that it was resolved.

Great resolution service.
Helped secure a fair offer from a train operator who had misbehaved quite badly

My experience with the Rail Ombudsman has left me questioning how “independent” or “impartial” the service really is.

I raised a genuine complaint after paying for First Class travel on TransPennine Express, only to spend four hours with no food or drink available and no effort by the operator to restock at major stations. What was meant to be a Christmas treat for my 13-year-old nephew became a miserable experience.

The Ombudsman’s adjudication ignored the core issue — that the operator was never asked to explain why catering wasn’t provided. Instead, the decision focused on policy disclaimers and offered a token award that was lower than the rail company’s own offer.

Every response I received from the Ombudsman felt defensive, procedural, and protective of the train company rather than genuinely independent. When I complained about this, I was told there is no appeals process and that they “do not enter into further correspondence.”

In short:

No transparency.

No accountability required of the rail operator.

A process that leaves consumers worse off for pursuing a complaint.

If this is meant to be the independent safeguard for rail passengers, it’s a deeply flawed system.

Called them to ask if my complaint was within their remit, as I didn't want to waste my time. They indicated it was. Submitted complaint, they accepted it as they stated that part of it fell within their remit. They waited for train company to respond and then asked me for any further comments, which I did.
Then they said the complaint was not within their remit, partly because they view my complaint as a campaign! Seriously if you take the time to complain about something, which is not a delay repay issue and is an issue about facilities such as toilets or lifts, its a campaign. Yet in their description of what you can complain about it states 'toilets'!

Thank you to all at the Rail Ombudsman for their support, help, continued updates, clear information and bringing my case with XC Trains to an agreeable end

They claim to be "impartial" but the whole process is designed to follow the rail companies process and not accept contrary evidence from an individual customer.
The adjudication is partial in both meanings i.e. considereing only part of the facts of the case not the full context and favouring the rail companies position over the individual.
real score = -5 stars

The help I recently received from the Rail Ombudsman was faultless. They dealt with my initial enquiry promptly and kept me up to date on a regular basis, eventually arriving at a positive conclusion. Excellent service!

Having filled out the forms and sent emails I was told they could not help with an issue with Trainline tickets that I bought online in the UK for a European journey. They apparently only investigate issues for train tickets for use in UK. Their website does not state this. Waste of time.

As several season ticket holders in 1 household, we were getting the correct handling from Transport for Wales, in terms of compensation entitlement. Have understood the TFW customer charter and getting no where with there Customer relations after 40 days I escalated via the Rail Ombudsman.

I first dealt with Connor Hare. Of course they are the in-between body at resolving complaints and I wasn't really happy with the response from the RSP - TFW, so I said so and rejected the first response, as per Rail Ombudsman rules it was passed on to another officer Maryam Rana (On behalf of Jessie-Smith). They had understood the complaint exactly, and where prompt in A. there response B. successfully find a resolution.