Rail sector: changes to complaints handling
Seeks views on creating an alternative dispute resolution (ADR) scheme in the rail sector altering existing rail companies' complaints procedures.
Detail
The consultation is asking:
- for views on the organisation which consumers will be signposted too when their complaint is unresolved
- for the time limit for informing consumers of their right to go to the alternative dispute resolution (ADR) scheme
- whether regulatory intervention is necessary to require ADR scheme membership
- if we should set out clarifications in the existing complaints handling procedures guidance used by rail companies