Rail complaint

eeetee

Hi, my GF had a particularly unpleasant experience on a train recently with another passenger and the on-board ticket inspector totally didn't do anything to help. i have told her to put a complaint in, my question to MSE's is do you ever address complaints to the chief exec of companies, or do you go through the customer services dept. i have had issues with the company in question (Northern) before and have contacted the customer complaints team but just got a pretty generic reply. just wondering what other people do to bring it to their attention?

Livingthedream

I would write to the customer services dept, but if you've done this before and haven't had a satisfactory outcome then this time I'd be tempted to write or email the chief exec of the company.

Ian Bevan
Northern Rail Ltd
Northern House
9 Rougier Street
York
YO1 6HZ

[EMAIL="ian.bevan@northernrail.org"]ian.bevan@northernrail.org[/EMAIL]

If your still not happy with the outcome, then write to passenger focus

Passenger Focus
FREEPOST (RRRE-ETTC-LEET)
PO BOX 4257
Manchester
M60 3AR

eeetee

Ok thanks for that, so in general, not just regarding this issue, you'd recommend contacting the CExec/ director if you don't think it has been resolved by the customer services dept, and not as a first resort. That is what i'll advise

Livingthedream

eeetee wrote: »

you'd recommend contacting the CExec/ director if you don't think it has been resolved by the customer services dept, and not as a first resort.

That's correct and if I wasn't happy with the CExec's outcome then I'd write to the independent regulator for that industry.