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
Karl Watts Chief Executive Officer
If you wish to make a comment to help us improve our services, please send the following information to [email protected]
Daytime Contact Tel number
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