"Struggle to obtain compensation offered by the rail operator"

LNER accepted that their service had been poor. A senior staff member actually met with my daughter and I and told us what would be done to rectify a disability complaint. I was so impressed at the proactivity here - yet the compensation, financial and other, did not materialise and it took the Rail Ombudsman service many months to finally oblige LNER to provide a cheque. Although the other aspects of the agreed settlement remain unaddressed I accepted to at least get the money. Apart from the length of time it took for LNER to be obliged to issue the cheque, with me having to keep on at the Rail Ombudsman service, they were pretty good on this occasion and I was overall satisfied with the way the matter was dealt with. Like others, however, I'm not entirely convinced that the Rail Ombudsman exists primarily to protect the rail user.
It took so long to get things sorted that I wouldn't be allowed to submit a review using the date of the experience, so I have given the date when LNER agreed to a settlement.

"Matter largely resolved in a reasonable…"

Matter largely resolved in a reasonable amount of time.
Two train operators were at fault, but only the first was investigated.

"Resolved my issue"

Resolved my issue, professionally and swiftly.

It is a sad indictment of the system that they have to get involved to resolve a minor issue EMR agreed to pay compensation on then ignore me for 8 weeks.

"Even one star is too much for these…"

Even one star is too much for these disrespectful and unprofessional people telling lies, this is what my personal experience shows.

At the top of that they try to hide the feedback of the public members and ignore any request for further updates.

They state that they are not paid for doing their job. So, it has to be an excuse for such a work performance?!

"Agreed that it’s a waste of time"

Agreed that it’s a waste of time. Don’t know what they’re doing. A one hour trip took 5 hours due to delays and I can’t even get compensation. No wonder the train companies think they can get away with it when this is the “impartial adjudicator”

"Don’t waste your time"

Don’t waste your time! Found in favour of Avanti even though we repeatedly told them that what Avanti told them was different from what they instructed us to do on the day and this left us considerably out of pocket. Avanti apparently provided evidence which we failed to do as we didn’t think to record the instructions of a staff member. Avanti completely lied and the Ombudsman completely failed to listen to what we told them.

"Issue resolved within a month"

I had been waiting for the rail company to refund me for a taxi. They kept making errors then not replying to my emails. I eventually got the ORR involved and within about a month they had rectified the issue and even got me compensation for the way it was handled. Would recommended the ORR for all they've done. If you are in need of help then speak to the ORR.

"The biggest waste of my time ever"

The biggest waste of my time ever. Claim to be impartial, yet only took note of comments made by TFW and ignored mine. The message saying ruling was not in my favour was the least surprising message I’ve received as throughout the whole process, I felt completely ignored and was in no doubt about the outcome.

"Settlement of claim"

After no response from the rail provider, the ombudsman bought a settlemenmt to my claim. Thank yo9u.

"Compensation Claim Resolved"

After getting home nearly 3 hours late due to problems with the train operator, I wrote to complain and ask for compensation.
I received an acknowledgement email but after that every other email I sent over a period of 3 months was totally ignored.
After I contacted the rail ombudsman, I received an offer of compensation within 2 weeks.
Very pleased with the service 👍.