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Railways: Ombudsman

Question for Department for Transport

UIN 235348, tabled on 21 March 2019

To ask the Secretary of State for Transport, if his Department will conduct a review into the efficiency of the new rail ombudsman.

Answered on

28 March 2019

The Rail Ombudsman, which is an industry scheme established and paid for on a voluntary basis by rail operators and Network Rail, was launched last November. The Rail Delivery Group, overseen by a panel of independent members, manages the contract for the new service and works with the supplier to ensure that it provides value to both scheme members and passengers.

In addition, the Office of Rail and Road (ORR) will monitor the scheme’s performance, including its ability to drive improvements in rail companies, and seek improvements where necessary. As well as reporting on its performance and the outcome of its decisions direct to the ORR, the Ombudsman will also report direct to Transport Focus and London TravelWatch, as well as making this information publicly available thereby enabling scrutiny from other interested parties.