Consultation outcome

Changes to complaints handling

From:
Office of Rail and Road
Published
25 June 2020
This consultation has concluded

Detail of outcome

The Office of Rail and Road published the outcome to this consultation on 29 July 2019.

Original consultation

Summary

Consultation regarding complaints handling in the rail sector.

This consultation was held on another website.

This consultation ran from
to

Consultation description

We published our decision on proposals to modify passenger and station licences to mandate membership of the Alternative Dispute Resolution (ADR) scheme to ensure that consumers are given long-term certainty of the ability to obtain a free and binding means of independent redress. We have also published the statutory licence modification notice to mandate membership. Responses from licence holders were due by 26 March 2019.

Published 25 June 2020