Consultation outcome
Changes to complaints handling
Detail of outcome
The Office of Rail and Road published the outcome to this consultation on 29 July 2019.
Original consultation
Consultation description
We published our decision on proposals to modify passenger and station licences to mandate membership of the Alternative Dispute Resolution (ADR) scheme to ensure that consumers are given long-term certainty of the ability to obtain a free and binding means of independent redress. We have also published the statutory licence modification notice to mandate membership. Responses from licence holders were due by 26 March 2019.