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Complaints compare operators

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

Train operators

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

Total complaint appeals Passenger journeys
2016 2015 2014 2013 2012 2011 2010 2009 2013/14
note Virgin Trains East Coast 138 284 338 498 724 644 403 513 19.9 million
note Northern (Arriva) 106 255 259 171 166 127 88 70 94.0 million
Virgin Trains 99 99 99 136 232 264 191 282 31.9 million
note Southern 88 132 169 198 190 135 82 61 181.8 million
South West Trains 82 176 272 150 171 149 175 153 222.8 million
note Abellio Greater Anglia 57 141 134 106 115 1 0 0 135.2 million
CrossCountry 57 148 163 122 151 167 121 95 34.2 million
ScotRail (Abellio) 54 84 0 0 0 0 0 0 No Data
Great Western Railway (GWR) 54 177 176 152 195 244 241 195 99.7 million
note Southeastern 35 75 108 90 141 138 127 101 178.6 million
London Midland 33 96 90 104 77 88 78 76 64.0 million
note Great Northern 30 7 0 0 0 0 0 0 No Data
First TransPennine Express 29 47 59 56 71 89 81 65 26.1 million
East Midlands Trains 28 69 81 77 127 94 142 158 24.1 million
Arriva Trains Wales 28 73 59 45 50 59 33 41 29.9 million
c2c 23 17 24 16 22 19 10 20 38.8 million
note Tyne and Wear Metro 15 45 28 43 28 14 4 4 No Data
note Thameslink 12 5 0 0 0 0 0 0 No Data
Chiltern Railways 9 27 17 18 20 24 10 8 22.8 million
Merseyrail 6 13 16 4 12 11 16 24 42.7 million
Caledonian Sleeper 6 11 0 0 0 0 0 0 No Data
Grand Central Railway 5 26 31 30 68 23 18 5 No Data
note Metrolink 3 11 10 4 2 0 0 2 No Data
First Hull Trains 3 11 6 5 5 8 1 5 No Data
note ScotRail 0 76 139 107 114 127 96 103 86.3 million
note National Express East Anglia 0 0 0 0 38 97 102 125 No Data
note Midland Metro 0 1 0 0 0 0 0 0 No Data
note Govia Thameslink Railway 0 30 6 0 0 0 0 0 117.8 million
note First Capital Connect 0 1 53 64 81 42 44 49 117.8 million
Yearly totals 1000 2137 2337 2196 2800 2564 2063 2155 1.6 billion

Retailers & service providers

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

Total complaint appeals
2016 2015 2014 2013 2012 2011 2010 2009
thetrainline.com 12 43 43 50 58 82 108 148
National Rail Enquiries 5 3 4 12 13 22 29 21
note IRCAS 5 13 8 7 2 5 3 3
note IPFAS/RPSS 5 24 15 10 8 4 0 2
Raileasy 2 7 2 8 13 7 15 8
Association of Train Operating Companies (ATOC) 2 9 11 30 20 10 11 10
TrainGenius.com 1 2 2 0 0 0 0 0
takethetrain.co.uk 1 1 0 0 1 0 0 0
Redspottedhanky.com 1 2 10 7 8 0 0 0
Network Rail 1 7 13 21 7 11 7 4
Nexus 0 6 8 0 0 0 0 0
MyTrainTicket 0 0 1 5 9 4 0 0
megatrain.com 0 0 1 1 0 0 0 0
Loco2 0 0 1 0 0 0 0 0
ebookers.com 0 0 0 1 0 0 0 0
ATOS 0 0 0 0 2 0 0 0
Yearly totals 35 117 119 152 141 145 173 196