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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
2017 2016 2015 2014 2013 2012 2011 2010 2009 2013/14
South West Trains 50 124 176 272 150 171 149 175 153 222.8 million
note Southern 39 165 132 169 198 190 135 82 61 181.8 million
Southeastern 10 51 75 108 90 141 138 127 101 178.6 million
note Greater Anglia 31 115 141 134 106 115 1 0 0 135.2 million
note Govia Thameslink Railway 0 0 30 6 0 0 0 0 0 117.8 million
note First Capital Connect 0 0 1 53 64 81 42 44 49 117.8 million
Great Western Railway (GWR) 145 270 177 176 152 195 244 241 195 99.7 million
note Northern (Arriva) 61 248 255 259 171 166 127 88 70 94.0 million
note ScotRail 2 5 76 139 107 114 127 96 103 86.3 million
London Midland 10 58 96 90 104 77 88 78 76 64.0 million
Merseyrail 2 11 13 16 4 12 11 16 24 42.7 million
c2c 17 36 17 24 16 22 19 10 20 38.8 million
CrossCountry 7 89 148 163 122 151 167 121 95 34.2 million
Virgin Trains 41 355 99 99 136 232 264 191 282 31.9 million
Arriva Trains Wales 15 46 74 59 45 50 59 33 41 29.9 million
TransPennine Express 21 66 47 59 56 71 89 81 65 26.1 million
East Midlands Trains 14 48 69 81 77 127 94 142 158 24.1 million
Chiltern Railways 4 13 27 17 18 20 24 10 8 22.8 million
note Virgin Trains East Coast 48 227 284 338 498 724 644 403 513 19.9 million
note Tyne and Wear Metro 8 22 45 28 43 28 14 4 4 No Data
Transport Investigations Limited 0 0 0 0 0 0 0 0 0 No Data
note Thameslink 2 16 5 0 0 0 0 0 0 No Data
ScotRail (Abellio) 10 100 84 0 0 0 0 0 0 No Data
Rail Delivery Group (RDG) 0 1 0 0 0 0 0 0 0 No Data
Northern Rail (Serco & Abellio) 0 5 0 0 0 0 0 0 0 No Data
note National Express East Anglia 0 0 0 0 0 38 97 102 125 No Data
note Midland Metro 0 0 1 0 0 0 0 0 0 No Data
note Metrolink 2 4 11 10 4 2 0 0 2 No Data
note Great Northern 4 47 7 0 0 0 0 0 0 No Data
Grand Central Railway 1 10 26 31 30 68 23 18 5 No Data
Hull Trains 2 5 11 6 5 5 8 1 5 No Data
Caledonian Sleeper 1 14 11 0 0 0 0 0 0 No Data
Yearly totals 547 2151 2138 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
2017 2016 2015 2014 2013 2012 2011 2010 2009
TrainGenius.com 0 3 2 2 0 0 0 0 0
thetrainline.com 5 52 43 43 50 58 82 108 148
takethetrain.co.uk 0 3 1 0 0 1 0 0 0
Redspottedhanky.com 0 1 2 10 7 8 0 0 0
Raileasy 0 3 7 2 8 13 7 15 8
Nexus 1 2 6 8 0 0 0 0 0
Network Rail 1 4 7 13 21 7 11 7 4
National Rail Enquiries 1 8 3 4 12 13 22 29 21
MyTrainTicket 1 0 0 1 5 9 4 0 0
megatrain.com 0 0 0 1 1 0 0 0 0
Loco2 0 0 0 1 0 0 0 0 0
note IRCAS 0 5 13 8 7 2 5 3 3
note IPFAS/RPSS 0 5 24 15 10 8 4 0 2
ebookers.com 0 0 0 0 1 0 0 0 0
ATOS 0 0 0 0 0 2 0 0 0
Association of Train Operating Companies (ATOC) 0 3 9 11 30 20 10 11 10
Yearly totals 9 89 117 119 152 141 145 173 196