Cost to TOCs of Complaint going to the Ombudsman

[purple-Azumas]

Feels like a question where the answer should be 'out there' but can't seem to find it...

I've just had a case resolved with the Rail Ombudsman and it made me consider where the funding for the service comes from. Clearly the complainants don't pay so I can assume the TOCs must be charged in some way for the service. I know other Ombudsmen (is that the plural!?) like the Energy Ombudsman will charge the energy company cerca £400 for each complaint they handle, with the incentive being on the energy company to resolve the matter internally so the Ombudsman doesn't have to get involved.

Is the same true for the TOCs? Do they have to pay a flat fee for each case referred, and would this fee increase if the complaint goes through each of the 'phases' - mediation, adjudication, etc.? Or is it a more predictable fee - like the TOCs paying a fixed sum each year no matter how many claims are referred? I imagine there must be some deterrent factor to resolve claims internally, but I'm by no means sure on that.

Any insight anyone has would be greatly appreciated!

Thanks!

 

[Watershed]

Feels like a question where the answer should be 'out there' but can't seem to find it...

I've just had a case resolved with the Rail Ombudsman and it made me consider where the funding for the service comes from. Clearly the complainants don't pay so I can assume the TOCs must be charged in some way for the service. I know other Ombudsmen (is that the plural!?) like the Energy Ombudsman will charge the energy company cerca £400 for each complaint they handle, with the incentive being on the energy company to resolve the matter internally so the Ombudsman doesn't have to get involved.

Is the same true for the TOCs? Do they have to pay a flat fee for each case referred, and would this fee increase if the complaint goes through each of the 'phases' - mediation, adjudication, etc.? Or is it a more predictable fee - like the TOCs paying a fixed sum each year no matter how many claims are referred? I imagine there must be some deterrent factor to resolve claims internally, but I'm by no means sure on that.

Any insight anyone has would be greatly appreciated!

Thanks!

My understanding is that each Rail Service Provider pays an annual fee, based on the size they are categorised into, which includes a certain number of "free cases". They are then charged on a per-case basis after exceeding that "allowance".

Given the poor quality of the Ombudsman's responses and the low amount that it's been reported that case assessors are paid, I can't imagine the per-case fee being anything close to £400!