You are here: Home - Household Bills - News -

Which rail companies are slowest to respond to complaints?

Written by: Danielle Levy
Official statistics from the Office of Rail and Road (ORR), the regulator, have revealed how quickly rail companies respond to complaints. Here, we outline the best and the worst offenders…

Many rail users experienced disruption on their train journeys following timetable changes which were unsuccessfully introduced in May of last year. This contributed towards a total of 3 million compensation claims for rail delays between April and mid-October 2018.

The ORR found that 84% of these complaints were approved, while 92% were closed within 20 working days.

Out of 23 train operators, 15 were above the national average of 92% in closing compensation claims within 20 working days.

However, a number fell considerably short of these timescales. They include Hull Trains, which was only able to close 31.8% of claims within 20 working days, TransPennine Express which closed 45.7%, while South Western Railway had a response rate of 70.3% over the period.

Meanwhile, Great Western Railway closed 76% of claims – although the ORR said this represented an improvement for the company.

Top performers

Timetable changes resulted in chaos in May 2018, particularly among passengers travelling on Northern, TransPennine Express and Govia Thameslink Railway, with the latter receiving over 1 million claims. The good news is that 99.9% of these were closed within 20 days.

Greater Anglia and Southeastern featured amongst the best trainlines. They closed over 200,000 claims during this period, with a response rate of 99.7% and 100% within 20 days respectively.

Stephanie Tobyn, deputy director of consumer at ORR, said: “Passengers have rightly made claims for these journeys and it is good to see that train companies, in the main, are responding to these promptly.”

She added that the ORR will meet with all train companies later this month to review the current timescales for compensation claims, particularly those that were below target.

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

Autumn Statement: Everything you need to know at a glance

Yesterday Chancellor Jeremy Hunt made his first fiscal statement in the role, outlining a range of tax measure...

End of Help to Buy: 10 alternatives for first-time buyers

The deadline for Help to Buy Equity Loan applications passed on 31 October. If you’re a first-time buyer who...

Moving to an energy prepayment meter: Everything you need to know

As households struggle with the soaring cost of energy, tens of thousands of billpayers are expected to move o...

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

DIY investors: 10 common mistakes to avoid

For those without the help and experience of an adviser, here are 10 common DIY investor mistakes to avoid.

Mortgage down-valuations: Tips to avoid pulling out of a house sale

Down-valuations are on the rise. So, what does it mean for home buyers, and what can you do?

Five tips for surviving a bear market mauling

The S&P 500 has slipped into bear market territory and for UK investors, the FTSE 250 is also on the edge. Her...

Money Tips of the Week