Consultation outcome

Rail sector: changes to complaints handling

This consultation has concluded

Detail of outcome

Original consultation


Seeks views on creating an alternative dispute resolution (ADR) scheme in the rail sector altering existing rail companies' complaints procedures.

This consultation was held on another website.

This consultation ran from

Consultation description

The consultation is asking:

  • for views on the organisation which consumers will be signposted too when their complaint is unresolved
  • for the time limit for informing consumers of their right to go to the alternative dispute resolution (ADR) scheme
  • whether regulatory intervention is necessary to require ADR scheme membership
  • if we should set out clarifications in the existing complaints handling procedures guidance used by rail companies
Published 26 September 2017