Question to the Department for Transport:

To ask Her Majesty’s Government what steps they are taking to monitor train companies' policies for handling passenger claims under the Consumer Rights Act 2015.

It is the responsibility of train operators, as service providers, to ensure that their customers are made aware of their rights to compensation or other redress in cases of service failure or disruption, and to handle any claims. Train operators’ own compensation schemes provide the main means of redress for passengers.

The Consumer Rights Act 2015 (CRA) came into force for all transport providers on 1 October 2016. The Office of Rail and Road (ORR) is a designated enforcer of consumer law, and has been working with the Rail Delivery Group and individual train operators over the last year to raise their awareness of the CRA and their obligations under it. The ORR is currently reviewing train operators’ compliance with the rules around how refunds must be paid under the CRA.