Customer Complaint Handling Procedure – July 2012

28 March 2013

If you are unhappy with the way the train company has handled your complaint, or you are unhappy with the outcome, Passenger Focus can help. We will review your case and decide if we can escalate your complaint within the train company. We describes this as an ‘appeal complaint’.
We have a team who handle passenger complaints and escalate issues with train operators. 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.