Changes to complaints handling
Consultation regarding complaints handling in the rail sector.
Opened
26 Feb 2019
Closed
26 Mar 2019
▤ Verbatim text from source document
We published our decision on proposals to modify passenger and station licences to mandate membership of the Alternative Dispute Resolution (ADR) scheme to ensure that consumers are given long-term certainty of the ability to obtain a free and binding means of independent redress. We have also published the statutory licence modification notice to mandate membership. Responses from licence holders were due by 26 March 2019.