Rail Ombudsman Opiniones 

All resolved satisfactorily after being passed from pillar to post by the rail company.

Fail to reviewed recorded evidence on the day. Went out of their wait to find any reason to support the RSP. Extremely poor. Biased and a non independent complaint process.

Could not be more grateful for the Ombudsman’s help regarding settlement for a cancelled service. Train company ignored my claim on over 10 occasions but with Ramisah’s help it finally happened. It’s been a year since the incident

My complaint was assigned to one person, Jessie Smith. Jessie was very prompt in answering questions and fully understood a quite complicated complaint.
The complaint was successfully resolved with compensation, despite the unhelpful approach of the train company TPE. A brilliant job, thank you.

After months of emails with Avanti I got intouch with the Ombudsman and all was resolved quickly with a great service

**I’m posting this on behalf of my relatives who recently dealt with the Rail Ombudsman.**

Following several failed attempts to obtain the correct remit from a Rail Service Provider, we were issued with a ‘Deadlock Letter’ and advised to contact the Rail Ombudsman.

On behalf of the Rail Ombudsman, Samuel, was quickly able to elicit from the Rail Service Provider, a level of explanation and contrition that had evaded our direct emails over a period of four months.

Samuel’s professional intervention helped bring about a fair, respectful and amicable resolution to the dispute with full and final settlement being secured.

Our dealing with the Rail Ombudsman proved to be a straightforward, timely, productive and positive process: great customer service; impeccable handling; excellent correspondence; worth the time and effort. An ‘aftercare’ service is also provided, if further intervention/action is required. Highly recommended, much needed and very much appreciated.

Rosie Tackley did an amazing job on my case showing great resilience and determination to reach a positive settlement. I cannot speak highly enough of her handling of this case.

The Rail Ombudsman handled my case very well. They were able to resolve an issue that the rail company had been sitting on for several months. After the resolution was agreed, the rail company made a couple more errors, and the Rail Ombudsman was on hand to resolve these too (their 'aftercare' service).

I submitted a complaint recently and it was,nt too long
before communication was established.
My complaint was dealt with speedily and professionally splendid service by Jessie Smith.
Thank you.

After my second Journey to Newcastle having to stand after reserving seats in January at a cost of £125 return I was offered £15 voucher from Cross Country Trains.
I passed the case to Rail Ombudsman who after 8 weeks negotiated a £35 voucher which I refused.
Don’t bother using these it’s not worth the hassle and they just side with the corporate company.

A wholly very positive experience and I’m really grateful for their intervention and subsequent resolution of my issues with a TOC

We were allocated a sleeper cabin by GWR that was not fit for purpose. Took them weeks to respond so escalated to this so called Ombudsman. They took months to do nothing and at the end decided to half the paltry refund GWR had offered. Do yourself a favour and steer clear of this lot - they are just a toothless organisation backing the awful standards of the rail companies. No wonder our railways are a mess when this lot are supposed to be maintaining standards.

I had 5 months of stress trying to get refund from LNER ( their strike days) contacted Ombudsman who followed up my complaint and got answers and results and communicated with me every step of the way

Tried to claim refund because of strike action, so clear cut case. Nevertheless Southern were being unreasonable and their refund procedures very difficult to navigate. Thanks to the intervention of the Ombudsman I can stop knocking my head against that particular brick wall! Thank you.

Like many other reviewers in here I was disappointed to have to come to the Ombudsman, but like others I found dealing with the RSP a frustrating process.

Thanks to the involvement of the ombudsman i was able to get a satisfactory outcome. it still took too long for the RSP to actually admit liability, they tried their level best to frustrate any compensation process.

The process of mediation was still frustrating, but I'm glad the ombudsman was able to illicit a serious and suitable outcome.

The Ombudsman was able to elicit from the train operator (TPE) a level of explanation and contrition that had evaded my direct emails over a period of three-months complaining about delays in receiving compensation.

I am very glad with Vivien El Felah representing me, She understood my case completly and got my refund quick, otherwise I would not be able to get it. I am dissapointing with GWR policies. I think that is something that need to be review closely since GWR does not assume its responsabilities for its lack of profesionalism on its service. GWR broke its policies and false advertisement. Thank you again Vivien.

Really very impressed with the great work done by the rail ombudsman. I have taken 2 separate cases to them, both of which involved the railways refusing to provide the delay repay compensation to which I was entitled. They resolved the case quickly and the emails the railway companies had ignored for weeks were suddenly answered. Without the wonderful service of the ombudsman, the railways would simply continue ignoring reasonable please for fairness. A great organisation.

Cross Country had not contacted me about my delay repay claim. The rail ombudsman (Rosie) was great. Very helpful and kept me informed all the way.