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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
2015 2014 2013 2012 2011 2010 2009 2013/14
Northern Rail 237 259 171 166 127 88 70 94.0 million
South West Trains 170 272 150 171 149 175 153 222.8 million
Great Western Railway 161 176 152 195 244 241 195 99.7 million
note Virgin Trains East Coast 155 338 498 724 644 403 513 19.9 million
note Abellio Greater Anglia 136 134 106 115 1 0 0 135.2 million
CrossCountry 129 163 122 151 167 121 95 34.2 million
note Southern 118 169 198 190 135 82 61 181.8 million
note Virgin Trains East Coast 116 0 0 0 0 0 0 No Data
London Midland 92 90 104 77 88 78 76 64.0 million
Virgin Trains 83 99 136 232 264 191 282 31.9 million
note ScotRail 76 139 107 114 127 96 103 86.3 million
Arriva Trains Wales 68 59 45 50 59 33 41 29.9 million
Southeastern 66 108 90 141 138 127 101 178.6 million
East Midlands Trains 65 81 77 127 94 142 158 24.1 million
ScotRail (Abellio) 59 0 0 0 0 0 0 No Data
note Tyne and Wear Metro 43 28 43 28 14 4 4 No Data
First TransPennine Express 40 59 56 71 89 81 65 26.1 million
note Govia Thameslink Railway 31 6 0 0 0 0 0 117.8 million
Grand Central 26 31 30 68 23 18 5 No Data
Chiltern Railways 23 17 18 20 24 10 8 22.8 million
c2c 13 24 16 22 19 10 20 38.8 million
note Metrolink 11 10 4 2 0 0 2 No Data
Merseyrail 10 16 4 12 11 16 24 42.7 million
Caledonian Sleeper 10 0 0 0 0 0 0 No Data
First Hull Trains 9 6 5 5 8 1 5 No Data
note Great Northern 5 0 0 0 0 0 0 No Data
note Thameslink 3 0 0 0 0 0 0 No Data
note Midland Metro 1 0 0 0 0 0 0 No Data
note First Capital Connect 1 53 64 81 42 44 49 117.8 million
note National Express East Anglia 0 0 0 38 97 102 125 No Data
Yearly totals 1957 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
2015 2014 2013 2012 2011 2010 2009
thetrainline.com 39 43 50 58 82 108 148
note IPFAS/RPSS 22 15 10 8 4 0 2
note IRCAS 13 8 7 2 5 3 3
Association of Train Operating Companies 9 11 30 20 10 11 10
Raileasy 7 2 8 13 7 15 8
Network Rail 6 13 21 7 11 7 4
Nexus 5 8 0 0 0 0 0
TrainGenius.com 2 2 0 0 0 0 0
National Rail Enquiries 2 4 12 13 22 29 21
takethetrain.co.uk 1 0 0 1 0 0 0
Redspottedhanky.com 1 10 7 8 0 0 0
MyTrainTicket 0 1 5 9 4 0 0
megatrain.com 0 1 1 0 0 0 0
Loco2 0 1 0 0 0 0 0
ebookers.com 0 0 1 0 0 0 0
ATOS 0 0 0 2 0 0 0
Yearly totals 107 119 152 141 145 173 196