My Personal Commitment To You

Rail Operations (UK) Limited takes its role in helping to deliver high quality and safe services extremely seriously and are proud of the part we play on the Rail Network. We do, however, recognise that there may be times when our customers, or other stakeholders, may not be entirely happy with aspects of the way our services have been delivered. In such circumstances we have a robust complaints process designed to resolve any situation. In brief, Rail Operations (UK) Limited pledges to:

• Acknowledge receipt of a complaint within 3 working days
• Investigate circumstances surrounding complaint within 7 working days
• Respond to complainants within the following targets:
  • 80% within 10 working days, and
  • 95% within 20 working days.
• If resolution is not reached, we will escalate the issue to a senior level and aim to reach agreeable solution within 20 working days
• Monitor customer satisfaction at senior level at least monthly
• Conduct regular Customer satisfaction surveys

Dave Burley, Chief Executive Officer

Feel Free to Get In Touch

If you wish to make a comment to help us improve our services, please send the following information to [email protected]

• Name
• Email address
• Daytime contact tel number
• Your message

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