Useful Information
Working Together
“Together we can share a vision for the railway network where we work together to deliver the best possible service.”
Visit the Office of Rail Regulation web site for more information on the regulation of the railways.
General Procedures
To translate the key principles of our prospective dealings with you into action, Network Rail has a series of supporting procedures:
Responding to requests
We aim to acknowledge your request within 12 working days. We will provide a substantive response, including any limitations, resources or time needed, as soon as is reasonably practicable. All of our decisions are backed up by reasons.
Putting things right if they go wrong
We have thorough procedures in place so that any complaints over breaches of the Code of Practice are dealt with quickly and efficiently and that outcomes are communicated promptly.
Management of information
Certain circumstances require restricted access to information, for example commercial sensitivity, personal privacy and where the law dictates that such information cannot be disclosed. In turn, all confidential information held about you is carefully protected.
Charges and resourcing
We will not charge you for information and services for which we are already funded. Examples of charges are set out in Section 3 'Procedures' in our Code of Practice. If a charge does apply, we will advise you before any action is taken and provide the basis for that charge.