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Complaints how are we doing?

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

2017 2016 2015 2014 2013 2012 2011 2010 2009
Total number of complaint appeals received 1908 3265 2987 3050 3012 3497 2710 2240 2362
Our average resolution time (working days) 35 31 25 22 29 45 30 n/a n/a
Number of complaints about how Transport Focus resolved a complaint appeal 0 23 25 19 17 12 13 10 24
Our passenger satisfaction survey score 59% 90% 73% 77% 78% 82% 85% 87% n/a

Top five reasons for complaint appeals in 2016

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Complaints handling 820 1575 2154 1130 1186 1254 865 1197 830
Train service performance 557 658 997 600 558 755 650 882 504
Fares, retailing and refunds 1429 1727 1959 1248 767 752 617 539 276
Quality on train 333 380 457 362 309 387 297 312 181
Penalty fares/unpaid fares notice/prosecution 0 0 0 489 473 590 622 311 116

Complaint appeals relating to:

Complaints handling 1197 This is up 38% on the previous year
Train service performance 882 This is up 36% on the previous year
Fares, retailing and refunds 539 This is down 13% on the previous year
Quality on train 312 This is up 5% on the previous year
Penalty fares/unpaid fares notice/prosecution 311 This is down 50% on the previous year

Complaint outcomes for 2016

We record how successful we have been in resolving each passenger's complaint.

Table data can be sorted by clicking the icons (▲▼) at the top of each column.

Complaint appeals Not pursued
Total Successful Neutral Unsuccessful Passenger Transport Focus
Virgin Trains 467 148 64 145 94 16
Great Western Railway (GWR) 422 250 22 20 109 21
note Northern (Arriva) 358 159 43 55 81 20
note Virgin Trains East Coast 286 162 27 38 48 11
note Southern 239 115 39 14 65 6
South West Trains 196 64 31 30 53 18
note Greater Anglia 163 64 42 16 36 5
ScotRail (Abellio) 133 36 41 25 29 2
CrossCountry 130 28 36 31 28 7
TransPennine Express 96 38 16 14 23 5
Arriva Trains Wales 86 26 11 10 27 12
London Midland 84 22 17 20 23 2
thetrainline.com 80 23 12 20 23 2
Southeastern 71 30 10 11 13 7
note Great Northern 64 31 9 8 12 4
East Midlands Trains 61 29 10 9 9 4
c2c 58 18 10 11 18 1
note Tyne and Wear Metro 34 14 2 6 7 5
note Thameslink 30 7 6 3 12 2
Merseyrail 22 4 3 4 6 5
Grand Central Railway 18 2 5 5 5 1
Caledonian Sleeper 17 8 6 0 3 0
Chiltern Railways 15 5 3 5 1 1
note ScotRail 12 3 1 1 6 1
National Rail Enquiries 11 3 2 3 2 1
note IPFAS/RPSS 10 3 2 0 5 0
note IRCAS 9 2 2 1 3 1
Hull Trains 9 2 1 2 2 2
note Metrolink 8 1 1 2 3 1
Northern Rail (Serco & Abellio) 7 2 3 1 0 1
Network Rail 7 0 3 2 2 0
TrainGenius.com 5 2 0 1 2 0
Redspottedhanky.com 4 2 0 0 2 0
Raileasy 4 2 1 0 1 0
Association of Train Operating Companies (ATOC) 4 1 1 1 1 0
takethetrain.co.uk 3 3 0 0 0 0
Nexus 2 0 1 1 0 0
note Govia Thameslink Railway 2 0 0 0 2 0
Transport Investigations Limited 1 0 0 0 0 1
Rail Delivery Group (RDG) 1 1 0 0 0 0
Grand Total 3229 1310 483 515 756 165