At last, a rail ombudsman... but will it have teeth? New regulator promises to address everything from delays to overcrowded carriages

• e-mail

Long-suffering rail passengers will finally have access to an ombudsman by the end of this month. 

This follows half a million passenger complaints to train operators in the past year, many left unresolved.

Bizarrely, the new regulator is being run by the Dispute Resolution Ombudsman service, better known for sorting out disputes in the furniture industry and home improvements – for example when a disgruntled customer is unhappy about a poorly fitted kitchen.

Rail misery: Commuters protest at London's Victoria Station over persistent chaos on trains run by Southern Rail

Its net will now embrace everything from train delays and cancellations to overcrowded carriages and staff rudeness. The new service – like many trains – is long overdue. Research just published by consumer group Which? indicates that fewer than half of those who complain are satisfied with the response from train operators.

Currently if you have a complaint that a rail firm fails to sort out, you can turn to consumer group Transport Focus. But it only has the power to ask a train operator to reconsider its stance.

The new rail ombudsman will have the power to instruct train companies to pay compensation. All major train operators in the UK that have franchise agreements with the Department for Transport must abide by any ombudsman decision.

Transport for London will not fall under the ombudsman's scope so travellers in the capital will still need to take unresolved complaints to watchdog London TravelWatch.

Currently if you have a complaint that a rail firm fails to sort out, you can turn to consumer group Transport Focus. But it only has the power to ask a train operator to reconsider its stance

Layla Fazal, of the Rail Delivery Group which represents rail companies, says of the new ombudsman: 'This arrangement is about giving consumers a level of service they deserve.'

Only a third of rail passengers whose train has been cancelled or delayed bother to make a claim for a refund when they could get money back. Most passengers currently claim using a 'delay repay' compensation system. This can entitle passengers to 25 per cent of the cost of a single journey if delayed between 15 and 29 minutes.

Those delayed 30 to 59 minutes can claim half the cost of this journey. If delayed between an hour and 119 minutes you are entitled to the full cost of a single journey and if it is two hours or more a full refund of a return journey cost.

Some operators, including Chiltern Railways and Great Western Railway, work under separate rules but offer similar levels of compensation. Details of claiming for a delay or cancellation can be picked up at your local ticket office. If unsure about the operator contact National Rail Enquiries on 03457 48 49 50 or go to nationalrail.co.uk.

Critics point out existing rules make it hard to claim as it involves providing ticket receipts and compensation can be offered in vouchers, not cash.

The Government has proposed a 'one-click' compensation system for delayed train passengers – enabling customers who have registered online to press a button on their smartphone while on the train and get a refund paid directly to their bank account. Yet the idea could still be years away as train companies will not be forced to sign up to the deal until new train franchise agreements are introduced.