Rail passengers will soon get their long-awaited Rail Ombudsman, an alternative dispute resolution (ADR) scheme for disgruntled railway users across the country. An Ombudsman provides an independent escalation process, beyond the railway company, to make decisions on passenger complaints.
Consultation closing soon
The Office of Rail and Road has said that it will introduce an ADR scheme in the rail sector. As this will require changes to rail companies’ Complaints Handling Procedures (CHPs), it is consulting on these changes. The Rail Delivery Group , (working with others as part of an Ombudsman Task Force, has developed proposals which they envisage will see an ADR scheme for rail passengers introduced on a voluntary basis in early 2018.
The consultation on this important issue closes on the 7 November 2017. Yet there has been no coverage in the media nor any push from Government to ensure the general public see this and are given a chance to respond. Helen Dewdney, The Complaining Cow consumer expert and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! welcomes the consultation but is dismayed at the lack of coverage. “Nearly every commuter has had reason to complain about at least one train journey in recent years! But at the moment very few even know their rights never mind how to take their complaints further!”
In 2013 Transport Focus found that almost nine in 10 of passengers eligible for compensation for delays, did not claim. In 2016 it spoke to over 7000 passengers and found that the number claiming compensation has increased to 35 per cent in 2016. The research shows how few people are claiming what they are owed.
Dewdney says that there are other legal rights for complaints in the rail sector but even fewer people are aware of these than those around delays.
“The rail companies all have a passenger charter which links to the National Rail Network guidelines. The Consumer Rights Act 2015 was applied to rail travel from 1st October 2016. You are now entitled to services which must be carried out with reasonable skill and care. If they are not then you should be able to gain redress. Things for which you may gain redress under this Act are:
- not able to use a booked seat
- claim for consequential losses
If you complain and you think the response is unsatisfactory you can take the matter further. If your journey was outside London then you go through Transport Focus For London and surrounding areas (including those on London Underground or London Overground) contact the London Travel Watch but decisions made by them are not binding on the rail companies.
The proposed Alternative Dispute Resolution scheme would be binding on the rail companies that joined. This means they would be obliged to act upon the ombudsman’s decision.
Marcus Williamson the editor of consumer information website CEOemail.com, who
has been monitoring private ADR schemes since 2014, said “If a Rail Ombudsman is to be effective it must be truly independent and its performance closely monitored by Government. Those running it should have passed a ‘fit and proper person’ test and be fully accountable to the public, as well as to the rail companies.”
Williamson and Dewdney wrote the June 2016 report “Ombudsman Omnishambles” where a number of issues were highlighted regarding the regulation of Ombudsmen. They are concerned that whilst these issues have still not been addressed or resolved by the relevant regulatory bodies, the proposed Rail Ombudsman system could mean that consumers are put at risk again.
What can be done to rectify it?
- A “Fit and proper person” test, as already required in many business and public sector environments, should be introduced for the trusted “Ombudsman” role and ADR providers.
- Chartered Trading Standards Institute (CTSI) must implement ongoing monitoring of ADR bodies, rather than rely on an annual review. This should include checking that statements made in the media are true and that the company’s accounts properly reflect the ombudsman’s performance.
- CTSI, Department for Business, Energy, Industrial Strategy (BEIS) or Ombudsman Association (OA) should provide a means by which the public can lodge complaints about ADR providers and develop procedures by which the relevant body can take the necessary action.
- The rail ADR/ombudsmen schemes must be established appropriately, effectively and properly.
- It should be compulsory for rail companies to join the ADR/ombudsman scheme.
Update 08 February 2018. Changes to complaints handling guidance – decision letter and the consultation responses.
Further reading for information on misleading consumers, business and the failure of the regulatory bodies: