Working in partnership with London TravelWatch

Commenting on how well rail companies deal with complaints

14 November 2018

Commenting on how well rail companies respond to passenger concerns Anthony Smith, chief executive of the independent watchdog Transport Focus, said today:

“Transport Focus will handle 7000 appeals this year*, including many about how well – or otherwise – train operators handle passengers who have faced a problem. Around 70% of passengers who turn to us tell us they are satisfied with the outcome we achieve. We welcome the arrival of a new rail ombudsman service, because the existence of an independent authority with powers to impose binding decisions to resolve intractable complaints should help accelerate efforts by all train operators to improve their complaint handling. We will also track the work of the new Ombudsman very closely to make sure it delivers measurable benefits for passengers.”

Note for editors

*April 2018 – March 2019

Complaints about poor customer service now account for one third (32 per cent) of appeals picked up by Transport Focus.

Visit our web page about taking a rail complaint further and read about how a member of staff on our complaint appeals team set out to help resolve appeals

A new rail Ombudsman is due to launch later this year.

 

 

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