Rail — TOCs and GBR Transition

Rail — TOCs and GBR Transition

Mandatory ADR
Max award: £10000
4 (28 working days)

Key Legislation

Railways Act 1993 (Schedule 6 — operating licences); Railways (Penalty Fares) Regulations 2018 + 2022 Amendment; National Rail Conditions of Travel (NRCoT); Consumer Rights Act 2015 s.56; Equality Act

Complaint Route: The Rail Ombudsman

Type: Ombudsman (binding on firm)

Max award: £10,000

0

Average resolution: 30 days

Pre-conditions: Complain to train operating company first; operator has 8 weeks to respond; refer within 12 months

Visit Rail Ombudsman website

Companies in This Sector

Avanti West Coast (LNER Group)LNERGreat Western Railway (FirstGroup)Govia Thameslink/SouthernCrossCountry (Arriva)South Western RailwayGreater AngliaEast Midlands RailwayTransPennine Express (DfT)NorthernScotRailTransport for WalesSoutheasternChiltern Railways

Note: Auto-comp: Delay Repay: 30-59 min = 25% of single fare; 60-89 min = 50%; 90-119 min = 75% (some TOCs); 120+ min = 100%; Penalty fare: £100 + single fare (£50 if paid within 21 days); Recent actions: GBR Delay Repay reforms announced Mar 2026 — claim via third-party retailers (Trainline) for first time; Revenue protection cross-industry framework b

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Coverage

Tier 2 — Utilities/Telecoms

Rail — TOCs and GBR Transition Complaints | EvenStance