Complaints handling obligation rail licence modification
Applies to England, Scotland and Wales
Detail of outcome
On 18 July 2023, the Office of Rail and Road (ORR) published its notice of modification of the licences and Statements of National Regulatory Provisions (SNRPs) to operate railway assets. This is in relation to the changes regarding licence holder’s membership of the relevant alternative dispute resolution (ADR) scheme. These changes will take effect from 20 September 2023.
Read the full outcome on ORR’s website.
Detail of feedback received
All relevant licence and SNRPs holders have given their written consent to the amended licence condition being incorporated into their licences or SNRPs.
This consent relates to our October 2022 consultation on changes regarding licence holders’ complaints handling obligations.
The Office of Rail and Road does not plan to publish feedback on this consultation.
Original consultation
Consultation description
The Office of Rail and Road (ORR) has published 4 notices of statutory consultations on changes to modify complaints handling obligations in rail licences and Statement of National Regulatory Provisions (SNRPs).
ORR’s consultations set out its proposals to modify the condition in licences and SNRPs in 2 distinct ways:
- changes regarding licence holders’ complaints handling obligations
- changes regarding licence holders’ membership of the relevant Alternative Dispute Resolution (ADR) scheme
Updates to this page
Last updated 8 August 2023 + show all updates
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Consultation outcome update.
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Feedback information updated
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First published.