The latest rail complaints statistics from the Office of Rail and Road – Transport Focus response

15 June 2017

Commenting on the latest rail complaint statistics from the Office or Rail and Road, David Sidebottom, Director at Transport Focus, said:

“When things don’t go to plan for rail passengers, prompt responses with good explanations and generous goodwill gestures take away some of the sting. They can be a key factor in building passenger trust.

“While many train companies deal with large levels of complaints well, some need to improve. It is disappointing that these latest ORR statistics show that only half the train companies have hit their response target of 20 working days. Similarly, we have seen an increase in appeals connected to complaints handling over the past few months. This must be addressed for passengers to feel confident in train companies.