Changes to complaints handling guidance consultation – Transport Focus response

07 November 2017

Transport Focus acts as an advocate on behalf of passengers and works with rail companies to try and reach a satisfactory outcome. Not all of this involves actual compensation – it is often an apology or explanation that is required or some gesture of goodwill. We have been successful at this, regularly achieving around 70 per cent customer satisfaction levels with the way in which we dealt with the complaint. We have also been successful at using the information gathered to help drive improvements and preventing repeat complaints.

Transport Focus supports (and welcomes) the concept of a binding dispute resolution process.

When the Office of Rail and Road consulted on potential changes to complaints handling, we submitted a detailed response. You can download this below.