Complaints handling procedure

We are delighted to transform rail travel across the Wales and Borders network and create a step change in customer experience over the 15-year contract.

However, we recognise that sometimes things may go wrong and we want to ensure it is easy for you to let us know when you are not satisfied, so we can improve our service to you.

We define a complaint as “any expression of dissatisfaction by a customer or potential customer about service delivery or company or industry policy”.

Our Complaints Handling Procedure is subject to approval by the Office of Rail and Road (ORR) in accordance with Section 6 of our GB Passenger SNRP and Station Licence. In accordance with this licence condition, we will consult with Transport Focus annually on the procedure and any amendments made subsequently.


Complaints Handling Procedure | Open as PDF