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This page features previously published decision letters setting out ORR’s approval of licence holders’ complaints handling procedures (CHPs).
From 1 April 2023 ORR no longer approves licence holders’ CHPs. Instead licence holders are required to establish and comply with a CHP that complies with ORR’s Complaints Code of Practice.
Decision letters
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| Licence holder | Status | Approval date | ORR decision letter |
|---|---|---|---|
| SE Trains Limited (Southeastern) | Approval | 20/12/2021 | SE Trains (Southeastern) approval letter |
| East Coast Trains Limited | Approval | 15/06/2021 | East Coast Trains Limited (Lumo) CHP - Approval letter |
| Arriva Rail London | Approval | 07/11/2016 | ARL CHP approval letter |
| Avanti West Coast | Approval | 21/11/2019 | Avanti West Coast approval letter |
| c2c | Approval | 29/10/2014 | c2c CHP approval letter |
| Caledonian Sleeper | Review | 05/03/2015 04/05/2017 |
Caledonian Sleeper CHP Review approval |
| Chiltern Railways | Approval | 29/09/2016 | Chiltern CHP approval letter |
| CrossCountry | Approval | 01/10/2016 | CrossCountry CHP approval letter |
| CrossCountry | Review | 28/06/2018 | CrossCountry Revised CHP - June 2018 |
| East Midlands Railway | Approval | 07/08/2019 | East Midlands Railway CHP - August 2019 |
| Eurostar | Approval | 27/03/2017 | Eurostar CHP approval letter |
| First MTR South Western Trains Ltd | Approval | 10/08/2017 | First MTR South Western Trains CHP approval letter |
| Glasgow Prestwick | Approval | 16/01/2017 | Glasgow Prestwick CHP approval letter |
| Govia Thameslink Railway & Southern | Approval | 20/10/2016 | GTR & Southern CHP approval letter |
| Grand Central | Approval | 14/02/2017 | Grand Central CHP approval letter |
| Greater Anglia | Review | 06/10/2016 | Greater Anglia CHP review approval |
| GWR | Approval | 07/11/2016 | GWR CHP approval letter |
| Heathrow Express | Approval | 24/02/2017 | Heathrow Express CHP approval letter |
| Hull Trains | Approval | 19/09/2016 | Hull Trains CHP approval letter |
| Locomotive Services Ltd | Approval | 03/08/2017 | Locomotive Services CHP approval letter |
| Locomotive Services Ltd | Review | 23/05/2018 | Locomotive Services revised CHP April 2018 |
| London North Eastern Railway Ltd (LNER) | Approval | 17/08/2018 | LNER CHP approval letter |
| London Underground | Approval | 09/11/2016 | London Underground CHP approval letter |
| Merseyrail | Approval | 18/03/2016 | Merseyrail CHP approval letter |
| Merseyrail | Review | 13/03/2018 | Merseyrail revised CHP March 2018 |
| MTR Crossrail | Approval | 27/05/2015 | MTR Crossrail CHP approval letter |
| Network Rail | Approval | 21/09/2016 | Network Rail CHP approval letter PDF icon PDF, 767 Kb |
| Northern | Approval | 17/03/2016 | Northern CHP approval letter |
| Rail Operations Group | Approval | 25/07/2016 | ROG CHP approval letter |
| ScotRail | Review | 03/03/2016 | Review approval |
| ScotRail | Review | 26/07/2018 | ScotRail revised CHP - December 2018 |
| Stobart Rail | Approval | 22/08/2016 | Stobart Rail CHP approval letter |
| Southeastern | Approval | 15/08/2016 | Southeastern CHP approval letter |
| Southeastern | Review | 07/08/2018 | Southeastern revised CHP - November 2018 |
| Transport for Greater Manchester (TfGM) | Approval | 22/12/2020 | TfGM CHP approval letter |
| TfL Rail | Approval | 09/11/2016 | TfL Rail CHP approval letter |
| TransPennine Express | Approval | 15/03/2016 | TPE CHP approval letter |
| Transport for Wales | Approval | 16/03/2021 | Transport for Wales CHP approval letter |
| Tyne and Wear Metro | Approval | 21/09/2016 | TW Metro CHP approval letter |
| Tyne and Wear Metro | Review | 26/07/2018 | TW Metro revised CHP - October 2018 |
| Vintage Trains Ltd | Approval | 05/09/2018 | Vintage Trains CHP approval letter |
| West Midlands Trains Ltd | Approval | 08/12/2017 | WMT CHP approval letter |
Archived decision letters
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| Licence holder | Status | Approval date | ORR decision letter |
|---|---|---|---|
| Abellio Greater Anglia | Approval | 11/08/2016 | Abellio Greater Anglia decision letter |
| Abellio ScotRail | Approval | 30/03/2015 | Abellio ScotRail decision letter |
| Arriva Trains Wales | Approval | 01/10/2016 | ATW CHP approval letter |
| East Midlands Trains | Approval | 01/10/2016 | EMT CHP approval letter |
| East Midlands Trains | Review | 28/11/2018 | EMT revised CHP - November 2018 |
| Greater Anglia | Approval | 11/08/2016 | Greater Anglia CHP |
| London Midland | Approval | 01/11/2016 | London Midland decision letter |
| London Overground | Approval | 15/08/2016 | London Overground decision letter |
| Merseyrail | Approval | 18/03/2016 | Merseyrail CHP approval letter |
| ScotRail | Approval | 30/03/2015 | ScotRail CHP |
| Serco Caledonian Sleeper | Approval | 05/03/2015 | Serco Caledonian Sleeper decision letter |
| South Western Trains | Approval | 27/09/2016 | South Western Trains decision letter |
| Transport for Wales | Approval | 24/09/2018 | Transport for Wales CHP approval letter |
| Virgin Trains | Approval | 23/09/2016 | Virgin CHP approval letter |
| Virgin Trains East Coast | Approval | 03/10/2016 | Virgin Trains East Coast decision letter |