Launch of the new rail ombudsman service welcomed by Truss

South West Norfolk MP Liz Truss today welcomed the announcement of a new rail ombudsman service, established to address passenger rights and resolve complaints more quickly. Following discussions led by the government, the rail industry and working with consumer groups, a task force was established to create a new independent ombudsman for rail passengers. The ombudsman will focus on issues like customer service, complaints handling, station issues and train service concerns. The scheme will also cover disputes around the provision of assistance and advertised services and facilities for disabled people.


Liz Truss MP commented ‘Far too often, passengers are frustrated by the lack of response from rail operating companies and today’s announcement by the Department For Transport is a significant development in ensuring train companies are accountable to their customers. I know many constituents in South West Norfolk have been annoyed by a rail operator’s complaints process and I have raised with the Transport Secretary passengers’ concerns; the new rail ombudsman service will give rail users a stronger voice and ensure a fair outcome is achieved.’


The ombudsman can be contacted by email at by phone 0330 094 0362 or by textphone 0330 094 0363 or by post at Freepost – Rail Ombudsman.