The Ombudsman lacks impartiality and offers unbelievable justifications for denying fair compensation to customers. They employ various tactics to minimize the compensation awarded by the train operator: Overlooking details that could support a higher compensation (in my situation, a clause in the transport company's terms of service). Stating that responsibilities which clearly belong to the train operator are not theirs (in my case, responding to a complaint—apparently, this isn't the customer service team's job???). Flat-out misrepresenting facts (in my instance, the fare I was charged by the company for my journey that day was claimed not to be the correct fare???). These strategies have emerged in multiple complaints I've filed. I have shared my feedback with the regulatory body overseeing the Ombudsman service. I encourage others who feel as frustrated as I do with the service to voice their experiences to this authority to prompt action against the Ombudsman.
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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
