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Transport Focus conducts extensive rail passenger satisfaction surveys.
Transport Focus assists passengers in resolving complaints with train companies through an appeals process.
Transport Focus handled 2 complaint appeals in 2016 about Nexus.
Using this graph you can explore the appeals to Nexus.
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”.
|Penalty fares/unpaid fares notice/prosecution||1||2||1||1|
|Staff conduct and availability||1||0||1||0|
|Fares, retailing and refunds||7||4||0||0|
Complaint appeals relating to:
|Complaints handling||1||This is down 67% on the previous year|
|Penalty fares/unpaid fares notice/prosecution||1||This is down 50% 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|
|Fares, retailing and refunds||0||This is down 100% on the previous year|