This is not a genuine oversight service. As many others have noted, this service is funded by the rail companies to safeguard their interests. They show little regard for your complaint—only seeking to delay it as long as possible. I recommend escalating this issue to the transport minister, as many individuals are experiencing the same frustrations with this service.
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The Rail Ombudsman is an independent, not-for-profit organisation. We offer a free, expert service to help sort out unresolved customer complaints about service providers within the rail industry
