Guides › Train Delays › What Is the Rail Ombudsman?
What Is the Rail Ombudsman?
The Rail Ombudsman is a free, independent service for complaints about train companies that are members of the scheme. Give the train company 40 working days to resolve your complaint, or until it sends a final response.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Short Answer
The Rail Ombudsman
If you are unhappy with how the train company handled your complaint, the Rail Ombudsman is free and independent. Allow the company 40 working days to resolve your complaint, or until it sends a final response (a deadlock letter) if that comes sooner. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 40 working daysWait before going to the Rail Ombudsman40 working days from your complaint, or until the company sends a final response (deadlock letter)
Steps to Take
Step 1 of 3
Complain to the train company and keep your reference.
Step 2 of 3
Wait 40 working days or for a final response.
Step 3 of 3
Take it to the Rail Ombudsman with your evidence.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Train Company's Complaints Team
Your Delay Repay claim is rejected or unpaid, or you want to complain about a cancelled or very late train.
Rail Ombudsman
After 40 working days, or once you have a final response (deadlock letter), if the train company is a member of the scheme.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- railombudsman.org Checked 12 October 2026
- gwr.com/help-and-support/refunds-and-compensation/delay-repay Checked 12 October 2026