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Complaints how are we doing?

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

2016 2015 2014 2013 2012 2011 2010 2009
Total number of complaint appeals received 1467 2981 3050 3012 3497 2710 2240 2362
Our average resolution time (working days) 29 24 22 29 45 30 n/a n/a
Number of complaints about how Transport Focus resolved a complaint appeal 16 25 19 17 12 13 10 24
Our passenger satisfaction survey score n/a 73% 77% 78% 82% 85% 87% n/a

Top five reasons for complaint appeals in 2015

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
Complaints handling 820 1575 2154 1130 1186 1254 865 471
Train service performance 557 658 997 600 558 755 650 437
Penalty fares/unpaid fares notice/prosecution 0 0 0 489 473 590 621 207
Fares, retailing and refunds 1429 1727 1959 1248 767 752 617 213
Staff conduct and availability 446 597 749 451 297 338 324 130

Complaint appeals relating to:

Complaints handling 865 This is down 31% on the previous year
Train service performance 650 This is down 14% on the previous year
Penalty fares/unpaid fares notice/prosecution 621 This is up 5% on the previous year
Fares, retailing and refunds 617 This is down 18% on the previous year
Staff conduct and availability 324 This is down 4% on the previous year

Complaint outcomes for 2015

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
note Northern (Arriva) 333 126 53 76 56 22
note Virgin Trains East Coast 327 182 46 55 35 8
Great Western Railway (GWR) 247 87 54 36 56 14
South West Trains 232 92 39 45 49 7
CrossCountry 201 50 44 54 43 10
note Southern 178 66 27 39 41 5
note Abellio Greater Anglia 177 83 41 17 27 9
London Midland 134 37 24 35 35 3
Virgin Trains 130 74 11 14 22 9
ScotRail (Abellio) 101 41 31 12 13 4
note Southeastern 100 37 18 20 21 4
Arriva Trains Wales 98 22 24 27 17 8
note ScotRail 94 40 20 16 13 5
East Midlands Trains 88 31 23 14 15 4
thetrainline.com 67 18 10 15 20 4
First TransPennine Express 62 27 10 10 13 2
note Tyne and Wear Metro 54 24 5 16 8 1
note Govia Thameslink Railway 44 12 10 8 12 2
note IPFAS/RPSS 39 14 5 5 11 4
Chiltern Railways 31 10 9 8 4 0
Grand Central Railway 30 7 4 15 4 0
note IRCAS 27 6 1 6 13 1
Merseyrail 22 5 1 7 5 4
c2c 22 7 5 5 4 1
note Metrolink 15 6 2 3 4 0
note Great Northern 13 3 1 3 6 0
Network Rail 12 1 6 0 3 2
Caledonian Sleeper 12 5 5 1 1 0
Association of Train Operating Companies (ATOC) 12 6 2 1 3 0
First Hull Trains 11 4 5 2 0 0
Raileasy 9 4 2 1 2 0
Nexus 8 5 0 1 2 0
note Thameslink 7 2 1 2 2 0
National Rail Enquiries 7 1 1 1 2 2
TrainGenius.com 3 1 0 1 1 0
Redspottedhanky.com 2 0 1 1 0 0
takethetrain.co.uk 1 0 0 1 0 0
MyTrainTicket 1 0 0 0 0 1
note Midland Metro 1 1 0 0 0 0
note First Capital Connect 1 1 0 0 0 0
Grand Total 2953 1138 541 573 563 136