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IRCAS satisfaction data

Note: Full name is Independent Revenue Collection and Support.

Transport Focus conducts extensive rail passenger satisfaction surveys.

No NPS satisfaction data available for IRCAS — the survey only collects data from rail operators.

IRCAS complaints data

Note: Full name is Independent Revenue Collection and Support.

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

Transport Focus handled 13 complaint appeals in 2015 about IRCAS.

Using this graph you can explore the appeals to IRCAS.

Top five reasons for complaint appeals in 2015

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.

2009 2010 2011 2012 2013 2014 2015 2016
Penalty fares/unpaid fares notice/prosecution 0 0 0 1 6 8 11 5
Fares, retailing and refunds 3 5 5 0 0 0 1 0
Staff conduct and availability 1 0 2 0 0 0 1 2
Accessibility 0 0 0 0 0 0 0 0
Complaints handling 0 3 1 1 4 1 0 0

Complaint appeals relating to:

Penalty fares/unpaid fares notice/prosecution 11 This is up 38% on the previous year
Fares, retailing and refunds 1 This is up 100% on the previous year
Staff conduct and availability 1 This is up 100% on the previous year
Accessibility 0 This is the same as the previous year
Complaints handling 0 This is down 100% on the previous year