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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
note National Express East Anglia 0 0 0 0 0 38 97 102 125 No Data
Northern Rail (Serco & Abellio) 0 6 0 0 0 0 0 0 0 No Data
Rail Delivery Group (RDG) 0 1 0 0 0 0 0 0 0 No Data
Transport Investigations Limited 0 0 0 0 0 0 0 0 0 No Data
note First Capital Connect 0 0 1 53 64 81 42 44 49 117.8 million
note Midland Metro 0 0 1 0 0 0 0 0 0 No Data
note Thameslink 6 16 5 0 0 0 0 0 0 No Data
note Great Northern 10 48 7 0 0 0 0 0 0 No Data
Caledonian Sleeper 1 14 11 0 0 0 0 0 0 No Data
Hull Trains 4 5 11 6 5 5 8 1 5 No Data
note Metrolink 2 4 11 10 4 2 0 0 2 No Data
Merseyrail 2 11 13 16 4 12 11 16 24 42.7 million
c2c 27 39 17 24 16 22 19 10 20 38.8 million
Grand Central Railway 13 12 26 31 30 68 23 18 5 No Data
Chiltern Railways 6 13 27 17 18 20 24 10 8 22.8 million
note Govia Thameslink Railway 0 0 30 6 0 0 0 0 0 117.8 million
note Tyne and Wear Metro 15 22 45 28 43 28 14 4 4 No Data
TransPennine Express 48 68 47 59 56 71 89 81 65 26.1 million
East Midlands Trains 35 48 69 81 77 127 94 142 158 24.1 million
Arriva Trains Wales 35 47 74 59 45 50 59 33 41 29.9 million
Southeastern 19 51 75 108 90 141 138 127 101 178.6 million
note ScotRail 6 5 76 139 107 114 127 96 103 86.3 million
ScotRail (Abellio) 20 102 84 0 0 0 0 0 0 No Data
London Midland 17 59 96 90 104 77 88 78 76 64.0 million
Virgin Trains 147 357 99 99 136 232 264 191 282 31.9 million
note Southern 75 168 132 169 198 190 135 82 61 181.8 million
note Greater Anglia 68 122 141 134 106 115 1 0 0 135.2 million
CrossCountry 42 95 148 163 122 151 167 121 95 34.2 million
South West Trains 131 125 176 272 150 171 149 175 153 222.8 million
Great Western Railway (GWR) 307 292 177 176 152 195 244 241 195 99.7 million
note Northern (Arriva) 187 257 255 259 171 166 127 88 70 94.0 million
note Virgin Trains East Coast 107 227 284 338 498 724 644 403 513 19.9 million
Yearly totals 1330 2214 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
ATOS 0 0 0 0 0 2 0 0 0
ebookers.com 0 0 0 0 1 0 0 0 0
Loco2 0 0 0 1 0 0 0 0 0
megatrain.com 0 0 0 1 1 0 0 0 0
MyTrainTicket 1 0 0 1 5 9 4 0 0
takethetrain.co.uk 0 3 1 0 0 1 0 0 0
Redspottedhanky.com 0 2 2 10 7 8 0 0 0
TrainGenius.com 0 3 2 2 0 0 0 0 0
National Rail Enquiries 3 8 3 4 12 13 22 29 21
Nexus 1 2 6 8 0 0 0 0 0
Network Rail 2 5 7 13 21 7 11 7 4
Raileasy 2 3 7 2 8 13 7 15 8
Association of Train Operating Companies (ATOC) 0 3 9 11 30 20 10 11 10
note IRCAS 0 5 13 8 7 2 5 3 3
note IPFAS/RPSS 1 5 24 15 10 8 4 0 2
thetrainline.com 17 55 43 43 50 58 82 108 148
Yearly totals 27 94 117 119 152 141 145 173 196