Consultation outcome

Complaints handling procedures for licence holders: draft guidance

This consultation has concluded

Detail of outcome

Original consultation


Seeking views on new guidance for train and station licence holders about their complaints handling procedures.

This consultation was held on another website.

This consultation ran from

Consultation description

Seeking views on new guidance, setting out the procedures of complaints handling procedures. The guidance includes:

  • what is looked for when giving approval
  • how continuing compliance is monitored

In October 2013 the Office of Rail and Road took over approval and monitoring of complaints handling procedures from the Department for Transport.

Published 6 May 2015