The rate of complaints against rail networks in Great Britain saw a decrease between 2021 and 2024 from around 29 complaints per 100,000 journeys to about 22 complaints. While data for 2020/21 is excluded by the Office for Road and Rail, due to the impact of the COVID-pandemic, the current trend is a reverse of the slightly rising complaint rate prior to the pandemic.
Number of complaints made against rail networks in Great Britain (UK) from financial year 2015/16 to 2023/24
(per 100,000 passenger journeys)
financial year runs from April 1 to March 31 of each year.
Supplementary notes
The number of complaints made in the 2020/21 financial year was impacted by the COVID-19 pandemic. The Office of Rail and Road has chosen to exclude the figure from its 2020/21 statistical releases for this reason.
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Office of Rail and Road (UK). (June 27, 2024). Number of complaints made against rail networks in Great Britain (UK) from financial year 2015/16 to 2023/24 (per 100,000 passenger journeys) [Graph]. In Statista. Retrieved February 12, 2025, from https://www.statista.com/statistics/305661/rail-network-complaints-rate-in-great-britain-uk/?__sso_cookie_checker=failed
Office of Rail and Road (UK). "Number of complaints made against rail networks in Great Britain (UK) from financial year 2015/16 to 2023/24 (per 100,000 passenger journeys)." Chart. June 27, 2024. Statista. Accessed February 12, 2025. https://www.statista.com/statistics/305661/rail-network-complaints-rate-in-great-britain-uk/?__sso_cookie_checker=failed
Office of Rail and Road (UK). (2024). Number of complaints made against rail networks in Great Britain (UK) from financial year 2015/16 to 2023/24 (per 100,000 passenger journeys). Statista. Statista Inc.. Accessed: February 12, 2025. https://www.statista.com/statistics/305661/rail-network-complaints-rate-in-great-britain-uk/?__sso_cookie_checker=failed
Office of Rail and Road (UK). "Number of Complaints Made against Rail Networks in Great Britain (Uk) from Financial Year 2015/16 to 2023/24 (per 100,000 Passenger Journeys)." Statista, Statista Inc., 27 Jun 2024, https://www.statista.com/statistics/305661/rail-network-complaints-rate-in-great-britain-uk/?__sso_cookie_checker=failed
Office of Rail and Road (UK), Number of complaints made against rail networks in Great Britain (UK) from financial year 2015/16 to 2023/24 (per 100,000 passenger journeys) Statista, https://www.statista.com/statistics/305661/rail-network-complaints-rate-in-great-britain-uk/?__sso_cookie_checker=failed (last visited February 12, 2025)
Number of complaints made against rail networks in Great Britain (UK) from financial year 2015/16 to 2023/24 (per 100,000 passenger journeys) [Graph], Office of Rail and Road (UK), June 27, 2024. [Online]. Available: https://www.statista.com/statistics/305661/rail-network-complaints-rate-in-great-britain-uk/?__sso_cookie_checker=failed
