(UK) Limited

Customer Satisfaction

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

Privacy Statement

Rail Operations (UK) Limited will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003. By using this website, you agree that we may collect, store and use any personal information we collect about you for the purposes of providing you with personalised access to this website and to contact you (including by phone, fax, e-mail and SMS text messaging) with information which we think may interest you, including our regular electronic newsletter. You may instruct us not to send you this information at any time by contacting us at [email protected]It is possible to configure most Internet browsers so that they give you the option to choose to accept new cookies or allow you to refuse cookies altogether. Please note that if you choose to refuse cookies, some features of our website may not work properly. For further details on cookies (including how to configure your browser to refuse cookies) please visit www.allaboutcookies.org