Please note that this site does not support Internet Explorer versions 7 or 8.

Graphs will not appear, and other elements on the page may be displayed incorrectly.

We recommend upgrading to the latest Internet Explorer, Google Chrome, or Firefox.

If you are using IE 9 or later, make sure you turn off "Compatibility View". satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys.

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

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

Transport Focus handled 2 complaint appeals in 2015 about

Using this graph you can explore the appeals to

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.

2012 2013 2014 2015 2016
Complaints handling 1 2 6 1 0
Fares, retailing and refunds 7 6 6 1 1
Train service performance 1 1 4 1 0
Accessibility 0 0 0 0 0
Information 0 0 0 0 0

Complaint appeals relating to:

Complaints handling 1 This is down 83% on the previous year
Fares, retailing and refunds 1 This is down 83% on the previous year
Train service performance 1 This is down 75% on the previous year
Accessibility 0 This is the same as the previous year
Information 0 This is the same as the previous year