07.08.17
Industry leaders commit to creation of complaints Ombudsman
Industry leading companies have this week voiced their commitment to introducing an independent Ombudsman to investigate and rule on unresolved customer complaints on the UK’s rail network.
In a statement, the Rail Delivery Group (RDG) said that following discussions led by rail minister Paul Maynard, the organisation was now working with DfT, the ORR, Transport Focus and London TravelWatch to develop proposals that could lead to the establishment of the Ombudsman.
The new service, which is expected to start early next year, will be free to use and will be provided by experts in consumer rights – thus giving unhappy passengers greater confidence that they will get a fair hearing.
The RDG also revealed that the new scheme will build on work carried out by consumer champions Transport Focus and London TravelWatch, which handled over 4,000 appeals from consumers last year.
But these organisations do not have the power to force train companies to take action if failings are found, something which an Ombudsman would be able to do.
“After my discussions with rail industry leaders I am delighted to see they are taking this vital step, which will help ensure that passengers get a fair deal,” said Maynard.
“I am committed to putting passengers at the heart of everything we do and I want them to have a stronger voice. The way to achieve this is to set up an independent and binding process to resolve complaints.”
Jacqueline Starr, managing director of customer experience at the RDG, added: “Working together train companies are drawing up and fully supporting plans for an independent ombudsman to make journeys better now and for the long term.
“A fair, friendly, strong and independent appeals service will help rail companies learn lessons as they continue to invest to better connect the country.”
top Image: Johnny Green PA Images
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