§ 12. Mr. GregoryTo ask the Secretary of State for Transport if he has any plans to appoint a rail ombudsman to investigate customer concerns.
§ Mr. RifkindThe transport users consultative committees already represent passenger interests and there is recourse to an independent arbitration scheme. The position of passengers will be further strengthened by the publication of passengers charters for both British Rail and London Transport.
§ Mr. GregoryDoes my right hon. and learned Friend agree that in a variety of spheres such as banking, pensions and building societies, ombudsmen have been enormously successful? Despite the work of the transport users consultative committees, they do not have the teeth that ombudsmen would have. The travelling public and freight users are fed up with the inequality and inadequacy of British Rail. Would not the appointment of a British Rail ombudsman restore confidence to this small part of the state sector?
§ Mr. RifkindI note what my hon. Friend says. I hope that in the short term more attention will be paid to the availability of the independent arbitration scheme, which was set up in 1985 and which has not often been used, primarily because so few people are aware that it provides a means of getting an independent investigation of alleged grievances against British Rail and of obtaining redress and compensation where they are due. Of course the citizens charter, as it applies to British Rail's activities, will also be a means of taking forward the rights of passengers to ensure a proper response or compensation from British Rail if there is shoddy service.