Asking us to follow it up
Still unhappy?
If you are unhappy with the outcome of your complaint or you do not feel the train company handled it appropriately, then we may be able to help. Often, we can make representations to mediate with the train company on your behalf.
We can independently review your complaint and judge whether we feel it was handled fairly and appropriately. We may not be able to get you the outcome you were hoping for but if we feel that the train company could do more for you then we will make representation to them on your behalf.
If you want us to represent you
We normally ask that you submit your complaint in writing as this allows us to see exactly what has been said and done by everyone involved. We can discuss your complaint by phone and e-mail but will often still need to see copies of everything you have relating to your complaint, such as tickets or letters from the train company concerned.
What information do you need in order to review my complaint?
The exact information we need depends on the nature of your complaint. Below is a list of the most common things we need so you should try to provide each of these things. We will let you know if we need further specific information
- a summary of the way your complaint was handled including copies of all letters/tickets/documentation involved
- explain why you are not happy with the train operator’s response to your complaint, or why you are unhappy with the outcome
- an explanation of the action you would like the company to take and what would resolve the matter for you
- any other relevant details you may have
Once we have received this information from you we will be able to independently review your complaint. We may request further information from you and we may also request further information from the train company involved.
We will assess whether we feel your complaint was handled fairly and appropriately. Our assessment will take into account the rail industry’s statutory obligations and guidelines. If we feel the train company could do more for you then we will make further representation on your behalf. We will keep you informed throughout and will contact you with details of our findings.
Whilst we exist to represent passengers’ interests, there may be times when we are unable to achieve the outcome you desire and there may be circumstances where we decide that the train company has acted fairly. Either way, we will attempt to keep you informed throughout and will explain the reasoning behind our decision and offer you information about your rights.