GWR may have lost "many" delay repay claims

Crabman

I have been waiting for 8 weeks for a delay repay claim from GWR.

Having spoken with customer services, I was told that my claim was not in the system. It was explained that they have had some system "problems" and that "many" passengers' claims have been lost...

I received a confirmation email upon submission of the claim which included an image of the ticket I uploaded.

My query is - aside from the formal complaints process - who is responsible for investigating a TOC and instituting remedies including fines for treating customers unfairly?

wealdroam

Office of Rail and Road

or perhaps Transport Focus.

Kite2010

Crapita strikes again!

(GWR outsourced their customer services to Capita back around September time)

Crabman

Kite2010 wrote: »

Crapita strikes again!

(GWR outsourced their customer services to Capita back around September time)

*wonders whether there's an incentive in the contract for reducing claim payouts* :whistle:

Kite2010

Crabman wrote: »

*wonders whether there's an incentive in the contract for reducing claim payouts* :whistle:

Although they are meant to be sending me a £30 cheque to cover the delay I had back in November time, considering the ticket only cost £6

Crabman

Kite2010 wrote: »

Although they are meant to be sending me a £30 cheque to cover the delay I had back in November time, considering the ticket only cost £6

How did they work that out? Thought they refunded up to 100% of the ticket price as a maximum?

They did say the cheque will take 28 days to arrive... I've set a calendar reminder for 28 days so I can inevitably follow up non-receipt of the cheque.

Wealdroam - thanks for the links but neither body has any relevant powers to assist, it would appear.

Transport Focus has no power whatsoever to overrule a TOC which leads me to query why they actually exist (apart from serving themselves, obviously):

https://www.transportfocus.org.uk/advice-and-complaints/case-studies/

(refer to the Scotrail case study)

Kite2010

Crabman wrote: »

How did they work that out? Thought they refunded up to 100% of the ticket price as a maximum?

They did say the cheque will take 28 days to arrive... I've set a calendar reminder for 28 days so I can inevitably follow up non-receipt of the cheque.

Wealdroam - thanks for the links but neither body has any relevant powers to assist, it would appear.

Transport Focus has no power whatsoever to overrule a TOC which leads me to query why they actually exist (apart from serving themselves, obviously):

https://www.transportfocus.org.uk/advice-and-complaints/case-studies/

(refer to the Scotrail case study)

Email came out of the blue to say sorry for the delay it was taking to answer my delay query. I would imagine they are probably doing a Virgin WC and working out a rough average for claims to save processing time

Pier

I have been waiting for almost 5 months for delay compensation from GWR now. Similarly to Kite2010, I have received an update at the end of March. This message was confirming "the compensation due will be with you within the next two weeks". Guess what: nothing happened since! I have sent an update request and their autoresponder says they are "dealing with a lot more enquiries than normal; so it may take longer than usual to reply to your email".

Maybe there should be compensation for delay compensation delays?

daveyjp

Obviously use same system as Northern. Payments from delays before Christmas have just been received by some customers!

Kymmie

8 weeks been waiting. And excuse after excuse

Pier

I have finally received a cheque today! I am not sure if that is to apologise from the delay, but the compensation is more than what I expected. I won't complain about that