Find out about our promise to handle your concerns fairly, efficiently, and with the commitment to improve our service based on your feedback.
Included in the procedure, you will find information about how we:
- Respond quickly and personally to all complaints, comments, and claims.
- Address every substantive issue raised in your feedback to ensure nothing is missed.
- Take action to put problems right, ensuring corrective measures are implemented where needed.
- Offer transparent resolution paths, including details for escalating unresolved issues to the independent Rail Ombudsman.
- Use your feedback to continually enhance our train performance, accessibility, and customer service standards.