Consumer Expert Panel
2 June 2026
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Our Consumer Expert Panel provides independent advice to help us fulfil our vision of making the rail industry better for current and future consumers.
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Know your rail rights
7 April 2026
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A guide for rail passengers on how to get refunds and compensation, how to make a complaint and other information for travellers on Britain's railways.
Core complaints data
27 March 2026
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We are responsible for the collection, monitoring and publication of rail customer complaints.
Accessible Travel Policy (ATP)
27 March 2026
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Train and station operators are required by their operating licences to establish and comply with an Accessible Travel Policy (ATP) which must be approved by us.
Update report on the reliability of help points at stations
13 March 2026
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A summary of train operators' actions and good practice examples.
Progress made improving help points at stations, but more work required, says rail regulator
13 March 2026
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Upgraded help point units, more frequent inspections, and improvements to connectivity at unstaffed and remote stations are among the changes being delivered following the Office of Rail and Road’s 2024 report, which identified weaknesses in reliability and inconsistent monitoring of service quality across the network.
Improving assisted travel
13 March 2026
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Our Accessible Travel Policy guidance for train and station operators sets out the commitments they must include in their policies for helping older and disabled people to travel by rail.
ORR investigation into Northern Trains Limited
3 March 2026
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In December 2025, ORR opened an investigation into whether Northern contravened or was contravening Condition 5 (Accessible Travel Policy) of its licence obligations.
Regulator secures £500k+ passenger improvement package from Northern Trains after investigation finds accessibility failings
3 March 2026
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Passengers who rely on assistance when travelling with Northern Trains should see improvements to the service over time, after the Office of Rail and Road (ORR) secured commitments from the operator to ensure staff receive disability awareness training and to provide a £550,000 additional package of measures.
Supporting fair and transparent rail retailing: updated guidance for retailers
20 January 2026
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We have published updated Guidance on Rail Retailing, following a public consultation in autumn 2025.