CONSULT.Outcome publishedConsultation · gov.uk
Complaints handling procedures for licence holders: draft guidance
Seeking views on new guidance for train and station licence holders about their complaints handling procedures.
Last fetched 03 May 2026 · gov.uk
Detail
Seeking views on new guidance, setting out the procedures of complaints handling procedures. The guidance includes:
- what is looked for when giving approval
- how continuing compliance is monitored
In October 2013 the Office of Rail and Road took over approval and monitoring of complaints handling procedures from the Department for Transport.