On track for first-tier complaint handling: A review of organisational complaint handling in regulated sectors with an Ombudsman for the Office of Rail and Road [Project Report]

Abstract

1. The Office of Rail and Road (ORR) is the combined economic and health and safety regulator for the GB rail network and the economic monitor for England’s strategic road network. One of ORR’s strategic objectives is to support better rail customer service. Effective complaint handling forms part of the customer experience and there is a strong business case for systems and processes to be of the highest quality. 2. In August 2018, Queen Margaret University was commissioned to conduct a critical review of complaint handling in regulated consumer sectors where there is an ombudsman scheme. A key objective is to ensure that ORR can learn from and apply any lessons to the rail sector. The research identifies good practice and learning points in complaint handling to inform how first-tier complaint handling can be improved in the rail sector. First-tier complaint handling is defined as complaint handling which takes place inhouse usually at the organisation that is responsible for service delivery. 3. From the research, it was clear that significant design activity in relation to complaint handling procedures continues to take place. Regulators are taking an active role in relation to monitoring the market and designing new systems and processes, and amending rules and guidance.