"First class customer service"

I raised a long standing issue with the Ombudsman regarding a delay repay claim that Cross Country Trains simply refused to communicate on. On raising it with the Ombudsman it was swiftly resolved. Excellent customer service.

"Rail ombudsman only investigate if the rail company agrees to the investigation."

The rail ombudsman is completely useless.
They will only look at a complaint if you have a deadlock letter but Avanti West Coast won't provide this so I can't take forward my complaint.

"The Rail Ombudsman is NOT fit for purpose"

The Rail Ombudsman is NOT fit for purpose.

DO NOT waste your time raising a complaint with The Rail Ombudsman.

Having followed the internal complaints handling process with Thameslink, taking 2 months, with no conclusion a case was raised with The Rail Ombudsman.

6 weeks later my case against Thameslink was closed by The Rail Ombudsman IN MY FAVOUR yet more than 2 months after being informed by The Rail Ombudsman that Thameslink should award me compensation, nothing has been received.

So far I have waited nearly 6 months for a resolution.

The Rail Ombudsman have ignored countless emails regarding the issue, will not investigate further and have not 'come good' on their own advice.

AVOID AVOID AVOID

"Bethany Smith, Ombudsman"

Bethany Smith took on my complaint that LNER agreed a refund finally, after going all around the houses with other operators, but twice my refund 'failed', then they said they closed my case. Bethany communicated with them when twice again my payment 'failed' even though a previous claim had reached my account in days. Finally after nearly 4 months I have a refund and a £15 compensation fee. She responded quickly to my emails, and followed up every single one, keeping me constantly informed of progress. I feel that since she became involved, she progressed the matter as quickly as LNER allowed. Pursuing my refund became a matter of principle, which was only achieved with her help.

"Swift and Efficient"

I’ve had a really positive experience with the Rail Ombudsman having never even considered using them, until a frustrating experience with a TOC left me very disappointed.

Jessie my case handler took me through everything step by step even when I had supplied slightly the wrong information, the end result was a full refund which was what I felt I was owed and an additional £20 as an act of good faith from the TOC.

I would definitely recommend the Rail Ombudsman to anyone who is not getting a resolution to their complaint through their Train Operator.

"Excellent Service"

Excellent service. After being rejected by GWR I appealed to the Rail Ombudsman who agreed my claim. I would not have got my refund without them. It is important to ensure that you have full documentation - which I had - to enable them to assess a claim and get the Rail Operating Company to apply common sense.

"Utterly appalling"

Completely uninterested, dismissed my claims, clearly hadn't looked into the complaint whatsoever.

GWR are an appalling train service who were insulting (literally) and a complete disgrace. The Rail Ombudsman didn't help at all, it is no wonder the train companies act how they do.

"Satisfactory result"

While my claim was not very complicated, they understood it quickly and communicated with everyone efficiently, as far as I could tell. I am satisfied with the outcome.

"4 months of hassle(solved)"

Excellent customer service(Rosie),no fuss,no drama,cuts through all the nonsense,and gets results.If only these staff worked for the actual train service providers there would be no need for a rail ombudsman.👍

"Bethany Smith LLB (Hons) Ombudsman"

Good Afternoon Rosie,

Bethany Smith, Ombudsman LL (Hons), personified and raised the bar of customer service, on my behalf.

Bethany's display of human kindness should be carved on the bench of human endeavour.

With my very best wishes.

John White