"The Rail Ombudsman were very helpful in…"

The Rail Ombudsman were very helpful in dealing with my dispute, and provided clear updates and instructions at every stage of the process.

"I have to commend your staff member…"

I have to commend your staff member Connor Hare, he handled my complaint expediently, professionally and with the utmost care and respect! He is truly amazing, nothing too much trouble for him, he went above and beyond any expectations I may have had. How I wish LNER had a few "Connors" in their employ, would have eliminated the need for complaint, but there again I would not have had the pleasure of his assistance and advices. Thank you Connor so very much for everything.

"A fantastic institution "

A fantastic, efficient and kind institution that really helps the public.
I had a dispute with Heathrow Express (and their terrible customer service), and the Rail Ombudsman resolved this quickly and effectively.
The case handler, Ramisah, was v kind, responsive, polite and generally fantastic.

"The Rail Ombudsman Staff did great!"

All in all the Rail Ombudsman Staff did a great job!

Notwithstanding, I think that it would give the Rail Ombudsman more “bite” if his Staff had more powers to force Rail Companies to “obey the law” rather than “suggesting” that they do so!

"I dealt with Claire"

I dealt with Claire. And I have to say she is wonderful. A first class customer service. If only the RSP customer service was as good as she was I wouldn’t have had to go to the rail ombudsman. Thanks for your help Claire.

"They helped resolve my complaint "

The Railway Ombudsman have been very efficient and helpful in resolving my complaint with LNER.

LNER ignored me for months after they cancelled two trains which resulted in having to buy additional tickets on the day for a high price. The railway ombudsman were helpful and informative as I went through the process. Their work resulted in me getting the refund I was due.

Their service was much more efficient than other ombudsman services I have interacted with.

"Not compliant with consumer law"

Their process is that you have to wait 40 working days from starting a dispute with a rail operator before escalation.

However under consumer law you only have to wait 30 Calendar Days.

You have people such as Fiona who feel they have a personal veto. Consumer rights/laws overrule whatever their policy is.

And then they stop putting thier name to responses once caught out. Then stop responding at all.

If only we had a knowledgeable and effective rail ombudsman, passenger watchdog or rail regulator who could protect passengers' interests and ensure sufficient safeguards were in place to prevent widespread mistreatment of passengers.

This has now been escalated in such a way that Fiona will very quickly realise she is in the wrong here. Never come across such pig ignorant service.

"Wonderful service"

After sending numerous emails to Merseyrail and Transport for Wales only for neither to actually listen I decided to contact the Ombudsman. They listened, understood and took the time to phone me twice to double check some details and, all thanks to them, I have eventually been offered a full refund. Just fab service from them!

"Following a n issue with the dreadful…"

Following a n issue with the dreadful northern rail, I contacted the ombudsman.
They pursued northern for the compensation I was due.
Although it took several months, I eventually received the cash.
Throughout, The Ombudsmen kept me fully informed, and I am sure that without their input, I would have been waiting for many more months.

"Completely pointless organisation"

Completely pointless organisation. Without being able to prove what has been said in a face to face conversation, they are unable to take action against rail companies. The whole service is a complete waste of time and money and is merely a front to try and show there are checks and balances in place. Every person working for this company is stealing a living and the organisation has as much power, authority and teeth as a newborn baby. Close down for the benefit of humanity