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Saturday 21 April 2012
Visit our service disruptions page to stay up to date with any issues we are having. Please check our planned alterations page for more information on weekend engineering works such as the exact timings of your service. If you are travelling on London Underground, check TfL's planned journey alterations before you travel. 5 February - West Riding Route Due to a technical issue the 07.55 Bradford Interchange to London Kings Cross is not shown as amended. Please click here for amended the times. This service will be unable to call to at Halifax, Brighouse and Mirfield. A Rail Replacement Bus Service will be in operation, however due to this technical issue the correct times have not been displayed. The Rail Replacement Bus Service will depart from Halifax, Brighouse and Mirfield earlier than advertised currently. Click here for the correct times. If you have a reservation from Halifax, Brighouse and Mirfield your reservation will still stand and will be available when you board the train at Wakefield Kirkgate.
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Complaint Handling Procedure
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This policy is available as a PDF to download
HELP US HELP YOU We define a complaint as an expression of dissatisfaction by a customer or potential customer about our service delivery or about company or industry policy. To enable a swift resolution of complaints, our onboard team has been trained to assist you with any problems you may have with any aspect of our service. They have the authority to try and resolve matters for you as quickly and effectively as possible. We recognise that sometimes this is not possible and have therefore designed this procedure to ensure that it is simple to understand and use. It aims to ensure that we handle your issues as swiftly as possible and also highlights our commitment to making sure a full and fair investigation is undertaken. We regularly monitor customer feedback to identify trends or issues in order that a culture of continuous improvement exists within our company. Using the Guidance on Complaints Handling Procedures issued by the Department for Transport ensures that our procedure is consistent with our industry partners. This procedure accords with the provisions of the Disability Discrimination Act 1995 (DDA) and we have made provision for people with special needs to access and use the procedure. ACCESSIBILITY AND PUBLICITY Our contact details are available in all our publications, such as our timetable, on our trains and in local telephone directories. Comment forms are available from our onboard team and from the staffed stations at which our services call. Your comments form will be passed to our customer service team on a daily basis. At unstaffed stations, a notice is on display letting you know where you can obtain a form. The notice will advertise our phone and fax number, our email and postal address. In addition the poster will advertise the address and contact details of Passenger Focus who protect and promote passengers interests (details of how you can contact Passenger Focus are shown on the back of this leaflet). HOW TO MAKE A COMPLAINT Our aim is of course to try and resolve your issues as quickly as possible and our on board team should, in the majority of circumstances be able to resolve your issue to your satisfaction. HOW WE WILL RESPOND TO YOUR COMPLAINT You will receive written acknowledgement within 10 days of receipt of your complaint. We will tell you who is dealing with your complaint and when we expect to respond to you in full. A full investigation will take place and we are committed to dealing with all substantive points that you raise. We aim to conclude 90% of all correspondence within 10 working days of the initial complaint. We will treat all correspondence with complete confidentiality and your statutory rights will not be affected. All complaints and issues received either in person, by telephone, email or letter are logged on our database so that you will get a response in the timescales quoted. We will only divulge a complainant’s details to a third party when it is necessary for us to fulfil our obligations under this procedure, this includes other Train Operating Companies, Passenger Focus, other transport providers and any other such body undertaking their statutory duties. All train operating companies follow the same principles when dealing with complaints. If your complaint refers to another company we will forward the complaint to them and let you know that we have done so. If you require a response in a different format, or in another language, we will provide it. Where we do not have the knowledge to provide this service, we will employ translators or seek the advice of disability groups. Whilst we will do our best to meet our advertised response targets and times, it may take a little longer to respond to the complaint, but we will do our best to keep you informed of/during any delay. We regularly review both complaint procedures and the handling of individual complaints. A management process is in place to provide regular reports on complaint numbers, type, level of response times and customer satisfaction. WHAT WE WILL DO IF YOUR COMPLAINT IS UPHELD Compensation is given in line with the National Rail Conditions of Carriage and the Grand Central Charter. We will of course treat each complaint in its own merit and access the appropriate level of compensation accordingly. CONTACTING PASSENGER FOCUS If you still wish to take the matter further you can refer it to Passenger Focus who are an independent watchdog for rail passengers, set up to protect and promote passengers interests. They push for service improvements, provide free, impartial advice and can take up complaints on your behalf with train operating companies and service providers if you are not satisfied with their response. You can continue to correspond with us, or write to them with the details of your complaint, and if appropriate, they will write to us on your behalf. WRITE TO: REVIEW OF PROCEDURE HOW TO MAKE A CLAIM WHEN WE WON’T RESPOND TO YOUR COMPLAINT If making your complaint by telephone and you use abusive language or tone, our customer service staff will let you know that they may put the receiver down if you continue to be abusive. When making your complaint in person and you demonstrate abusive or aggressive behaviour our staff have been trained to seek assistance (this could be in the form of the Police or another member of staff). If your correspondence contains abusive language or aggressive tone, we will reply by informing you that this is unacceptable. We adopt the Department for Transport guidance in dealing with “frivolous and vexatious” complaints. The definitions of such complaints are; Under these circumstances, we will only terminate correspondence when it is clear that despite our best efforts, we are unlikely to satisfy you. This decision to terminate a complaint will only be made by our Operations Director or deputy after having referred that matter to Passenger Focus. HOW TO CONTACT US You can send us your complaint by letter, fax or email. Our contact details are:
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