Our Mission

To achieve the best outcome for all passengers by challenging poor service and pushing for improvements.

What We Do

If you have a complaint which the train company has not resolved to your satisfaction then we will try to help.

We cannot get involved in your complaint until the train company has had the opportunity to resolve it, however, we always welcome feedback on the service that you have been given.

How we work on your behalf

If you are unhappy with the way the train company has handled your complaint, or you are unhappy with the outcome, please contact us. We will review your case and decide if we can escalate your complaint within the train company.  We describe this as an ‘appeal complaint’.

We have a team of seven staff who handle passenger complaints. Our senior advisors will negotiate with the train company, seeking the best possible outcome for your case, based on the merits of your complaint. Wherever possible your complaint will be dealt with by the same advisor throughout.

We will undertake a full and fair investigation into your comments and complaint.  We will consider whether the response you received from the train company met the following criteria:

• answered all of the issues that you raised in your complaint
• was factual and contained accurate information
• explained how the train company will attempt to prevent a reoccurrence of your complaint, or how they are working to tackle the problem
• was a personalised reply to your own concerns
• offered, where appropriate, a level of redress/reimbursement that was appropriate to your complaint and within industry national guidelines
• was clear and easy to understand
• was handled within the timescales set by the train company.

If we do not think that the train company has handled your complaint appropriately then we will ask them to reconsider it, if necessary we will raise the issue with the management of the train company.

Our commitment

We will always do our best to help resolve your complaint or enquiry to your satisfaction and we follow four key principles:

• we will aim high and seek the best possible outcome for your complaint
• we will escalate your expectations to the train company
• we will clarify our role and help you to understand what we can achieve, and
• we will try to put ourselves in your place to help us understand your concerns

For further details on how we work please see our Customer Complaints Handling Procedure (CCHP)

If you would like further advice or would like us to help you with a complaint please contact us.  

* 03 numbers cost the same to call as geographic landline numbers (starting 01 and 02), even from a mobile phone.

Contact Us