Complaints handling guidance, helping promote continuous improvements in rail passengers’ experience

All train and station operators have to establish and follow a robust set of procedures for handling customer complaints. This is known as the 'complaints handling procedure' (CHP). CHPs are approved and monitored by ORR. In September 2015 we issued new guidance for the industry. This video helps to explain how the guidance aims to promote continuous improvements in passengers’ experience of rail, through licence holders acting on feedback through complaints.

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