Customer Relations & Complaints Handling
The Office of Rail and Road (ORR) publishes statistics for every train company regarding passenger complaints and this information is available at orr.gov.uk.
Between 17 September 2023 to 30 March 2024, the following timescales were achieved:
| Quarterly complaints performance | |
|---|---|
| Percentage of complaints responded to within 10 working days. | 29% |
| Percentage of complaints responded to within 20 working days. | 98% |
| Average response times for responding to complaints. | 13 working days |
Due to the phased roll out of the Class 777 trains on the Merseyrail network, there has been an increased volume of contact. We are working hard to ensure that we provide the best service possible to our customers and that response times return to normal levels as soon as possible.
Between 17 September 2023 to 30 March 2024, our top three areas of complaints were:
- Quality on train
- Staff conduct and availability
- Train service performance
Further information can be found here.
Between 1 April 2023 to 31 March 2024 the following continuous improvement activities were delivered:
| Accessibility of complaints process |
| Key issues |
| Key learning from complaints |
| Improvement activities |