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Explore complaints data

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

Each reason for a complaint appeal is grouped based on what it is about.
Level one is the main reason for the complaint appeal. Each can have more than one level one reason and so the total of these will be more than the total number of appeals.
Level two goes into more detail about the reason and, where possible, level three reasons are recorded to give even more detail.
You will need to select a level one reason first to be able to select level two, and level two to select level three.

In the reasons column (and downloaded format) we use the symbol :: to separate each set of reasons assigned to a complaint. Each complaint can have multiple sets of reasons, each set can contain up to a maximum of three reasons. Within each reason, we use > to separate the levels – see the example below:
Station quality > Capacity > Crowding on platforms


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