Launch of rail ombudsman to ensure complaints are heard

Launch of rail ombudsman to ensure complaints are heard
Dina Asher-Smith has been honoured for her triple gold medal success at the European Athletics Championships by having a special nameplate at her home station of Orpington.

Southeastern, the franchise holder for the Tunbridge Wells and Tonbridge network, has welcomed the creation of the Dispute Resolution Ombudsman.

The firm is supporting the initiative alongside other rail firms in a bid to ‘build greater confidence in the services’.

This follows the release of figures which show only 28 per cent of passengers to have made a complaint were satisfied with the outcome.

If customers have a complaint and are unhappy with how it has been dealt with by a rail company, they can now appeal to the ombudsman.

This new body has expertise in consumer law and alternative dispute resolution and will review appeals with a view to resolving them by mediation or by issuing a formal, binding ruling if no agreement between the customer and the company can be reached.

Jacqueline Starr, Managing Director of Customer Experience at the Rail Delivery Group, said: “This new nationwide process will put the customer at the heart of resolving complaints and give them even greater confidence that we’re doing as much as we can.”

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