Document summary
This report illustrates the breadth and depth of our consumer work. Throughout the year, we have continued to seek the views of our Consumer Expert Panel as we develop our policy work. We summarise our key activities designed to secure improvements to the service provided by rail companies to their passengers, highlight where progress has been made and where action has been necessary, and compare performance across companies. We also provide summary tables of our compliance activity, and for each of our consumer areas our next steps.
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