Complaints to rail companies from trains watchdog Passenger Focus have risen by 30%.
Passenger Focus passed on a total of 3,069 complaints from passengers to rail companies. More than a quarter of complaints – 774 – were about East Coast trains. Followed by 277 to Virgin, which is a larger company than East Coast.
However, conversely complaints raised directly with rail companies have fallen.
Train delays and cancellations
As all train companies have different rules regarding how complaints are dealt with and what passengers are entitled to, raising and resolving a complaint can be confusing.
Which? train expert Richard Dilks says; ‘It’s good that the overall number of complaints has fallen. But it’s disappointing that Passenger Focus is having to take up more cases. If a train company has caused you a problem, complain to the train company first. If you’re not happy with the response, go to Passenger Focus.’
How to complain
You may be able to resolve your problem there and then at the ticket office. But if not, follow these steps to claim your money back:
- Write to the customer services department of the train company and explain what happened.
- If you’re not happy with the initial response, take your complaint further by writing to Passenger Focus or London TravelWatch.
- If you do not get a satisfactory response from them, direct a further complaint to them.
- Contact a government Ombudsman if you’re still not happy.
To find out what you are entitled to or how much you could claim, visit our expert guide to train delays and cancellations.
- To see how much you might be owed visit our rail delays tool
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