Complaints handling procedure
We’re transforming the rail network across Wales and the Borders as part of our plans for a modern, multimodal integrated transport network.
We know we sometimes get things wrong and we want to hear from you if you’re not satisfied with any aspect of our services. This helps us to put things right and do better in the future.
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 changes we make to it.
Complaints Handling Procedure | Open as PDF
Complaint handling continuous improvement report 2024-2025
Transforming rail travel across Wales and the Borders
We’re working hard to modernise the rail network across Wales and the Borders - creating a more reliable, integrated, and accessible transport system for everyone.
We value your feedback
We know we don’t always get things right. That’s why your feedback - whether it’s a complaint or a compliment - is so important to us. It helps us improve and deliver the service you deserve.
What counts as a complaint?
A complaint is any expression of dissatisfaction from a customer or potential customer about:
- Our services
- How we deliver them
- Our policies or those of the wider rail industry
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 changes we make to it.
The top 5 Key issues that passengers have complained about;
- Punctuality and reliability of our trains
We understand that service disruptions can affect all our passengers - but they can have an even greater impact on those who need extra support.
When trains are delayed or cancelled, it can lead to overcrowding on other services. Disabled passengers have told us this can make it harder to:
- Board the train safely
- Find a seat
- Access the support they need
Unexpected changes - like extra platform changes or altered routes - can also make journeys more difficult to navigate, especially for those who rely on Passenger Assistance.
How are we doing?
We’re committed to improving. You can see how we’re performing and what we’re doing to reduce disruption here: Train performance
- Negative staff feedback
Negative staff feedback is usually driven from lack of information. We know how important clear, timely information is - and we’re working hard to improve it.
To address this, we’ve recently held customer information workshops to identify where we can do better. The improvements from these sessions will be rolled out over the next 12 months.
Passengers who use our Passenger Assistance service often praise our staff for being friendly and helpful.
We also know there are times when things don’t go as expected. Some passengers with accessibility needs have told us that assistance staff weren’t available when they needed support - either on board or at the station. We take this seriously and are working to ensure that help is always there when promised.
- Sufficient room to sit or stand on our trains
Sometimes, due to service disruptions, essential maintenance or running trains with fewer carriages than planned. We know this can lead to overcrowding, and we understand how frustrating that can be.
We’re working closely with our fleet team to make sure we have enough space for everyone to travel comfortably.
We’ve also heard from passengers who are unable to reserve a seat when booking tickets. We’re currently reviewing this and discussing whether to reintroduce seat reservations on our services to improve your journey experience.
- The compensation claims process
We want to make it as simple as possible for you to claim the compensation you’re entitled to when your journey is delayed or cancelled. We continue to listen to the feedback received from our customers on the compensation claims process and implement improvements.
In September 2024, we introduced a new Delay Repay system designed to improve your experience and speed up the process.
Faster payouts on claims sent from other train companies: We can now process Delay Repay claims faster that have been passed to us from other train companies when our services are delayed as they go directly into the system.
One-click claims: If you’ve bought an Advance Purchase ticket and your train is delayed, we’ll send you an email with a ‘1-click’ link to claim your compensation - quick and hassle-free.
Clear guidance: We’re continuing to improve how we explain what you’re entitled to and how to claim it.
You deserve a smooth journey - and when things don’t go to plan, we’re here to make it right.
- Facilities onboard on trains
We know that the facilities on board our trains don’t always meet the high standards you expect - and that we aim to deliver. We’re listening to your feedback and working hard to make improvements.
Some passengers with accessibility needs choose First Class for extra comfort and a quieter journey. When First Class services are cancelled or unavailable, we understand this can cause real disruption and discomfort.
We’re committed to:
- Upgrading our on-board facilities
- Improving reliability of First-Class offerings
- Ensuring all passengers - especially those with additional needs - can travel in comfort and with confidence.
Measurable results for customers and colleagues
At Transport for Wales, we’re committed to making our services more accessible, inclusive, and responsive. Here’s how we’ve improved our complaint-handling process for passengers and those with accessibility needs:
Faster responses
50% reduction in response time for accessibility-related complaints and an improvement on our SLA from 10 to 5 working days
Better first-time resolution
25% increase in complaints resolved at first contact driven by a centralised knowledgebase and better internal tools that our team utilise
Higher satisfaction
12% year-on-year increase in CSAT scores for complaint handling driven by personalised and empathetic communication
Fewer escalations
30% decrease in escalated complaints as a result of staff training, automation, and new omni channel contact centre solution
Confident new starters
80% of new Customer Relations advisors feel “well-prepared” thanks to video training guides and structured onboarding
Accessibility focus
15% improvement in resolution times for accessibility-related complaints️ which has been supported by our Accessibility Champion and data-driven insights
Key Initiatives
Appointment of an accessibility champion
To ensure continuous monitoring and improvement in accessibility-related complaints, we have appointed an Accessibility Champion within our wider passenger assistance team. This role is responsible for analysing trends in complaints related to assistance and identifying key areas for improvement. The Accessibility Champion regularly provides feedback to the team, enabling more effective resolutions and long-term improvements.
Redress process review
Our redress policy is being revised to provide a more individualised approach to compensation. Instead of adhering strictly to a set framework - such as limiting refunds or compensation to the cost of the ticket - we are now assessing compensation on a case-by-case basis. This allows us to acknowledge the unique circumstances of each complaint and provide fairer resolutions for disabled passengers who may have faced service disruptions or inadequate assistance.
Data-driven complaint handling enhancements
In addition to monthly reporting, we are actively reviewing insights from our periodic accessibility reports. This data-driven approach helps us identify emerging challenges and gaps in service that impact disabled passengers. By regularly analysing these reports and sharing findings with the complaint-handling team, we can proactively adapt our policies and responses to better support passengers with accessibility needs.
Reduced response time (SLA adjustment)
Recognising the importance of timely resolutions, we have adjusted our internal Service Level Agreement (SLA) for assistance complaint handling, reducing the response time target from 10 working days to 5 working days. This accelerated timeline ensures that disabled passengers receive prompt attention and resolution to their concerns.
Personalised and empathetic communication
To further improve passenger experience, we are moving away from reliance on standard template responses. Instead, our team is adopting a more personalised and empathetic approach, ensuring that each complaint is addressed with genuine care and understanding based on the passenger's experience. This initiative aims to enhance passenger satisfaction and demonstrate our commitment to accessibility and inclusion.
Ongoing commitment to accessibility and inclusion
These initiatives reflect our dedication to improving the experience of disabled passengers and ensuring that these types of complaints are handled fairly, efficiently, and with a deep sense of empathy. By prioritising accessibility in our complaint-handling process, we strive to create a more inclusive and supportive environment for all passengers.
Our commitment to continuous improvement means that we will continue to monitor the effectiveness of these measures, refine our approach based on passenger feedback, and explore further enhancements to ensure the highest standards in complaint resolution.
Steps taken to improve Complaint Handling
Voice of the customer
We continue to hold our monthly meetings involving journey step owners to review customer feedback, particularly complaints and the contact received on social media.
Insights from this feedback have driven improvements not only within the Customer Relations (CR) team but across the wider business. We’ve addressed performance issues, analysed the impact of peak periods on response times, and improved how we categorise and act on complaints to ensure we’re using customer feedback effectively to make improvements for our customers.
Complaint handling audit
To enhance our complaint handling process, we have an internal audit annually which is led by someone external to the CR team. This involved interviews with CR advisors and other departments they interact with.
The audit identified delays in receiving critical information from other teams as a key contributor to case ageing. It provided actionable recommendations across four areas: people, process, performance, and partners. Key improvement areas included the knowledgebase, templates, and training materials.
Knowledgebase and templates
The audit revealed that CR resources were scattered and inconsistent. In response, we developed a centralised knowledgebase, enabling advisors to quickly access accurate information and reduce reliance on other departments. We also standardised templates and made key contacts easier to identify, improving both the speed and quality of customer responses.
Training materials and onboarding
To accelerate onboarding and improve consistency, we created video training guides tailored to our CRM system. These resources help new starters and cross-trained staff understand priorities and processes, ensuring they deliver high-quality, timely responses from day one.
Self-serve system access
We collaborated with the Road Transport and Pay As You Go teams to gain access to their internal dashboards. This allowed CR advisors to resolve queries and issue refunds independently, significantly reducing response times and improving customer satisfaction.
Brand training
We identified inconsistencies in the tone of customer responses. To address this, we delivered brand training focused on clear, professional, and customer-friendly communication. This helped align our messaging with company guidelines while maintaining a personalised touch.
Automation
To manage peak contact periods, we implemented automation for standard queries. This allowed us to provide immediate responses using pre-approved templates, which could be activated or deactivated based on case type and volume - enhancing our responsiveness and efficiency.
CXOne integration
The Customer relations team are now using the CXOne omni channel platform. This enabled better collaboration on escalated complaints and ensured all calls were recorded - improving our ability to monitor and enhance call quality and resolution outcomes.
Support teams
During peak periods, we formed support teams from other departments. After receiving targeted training, these individuals helped manage case volumes and reduce response times, making a significant impact on overall performance.
Web forms
We simplified our web forms to ensure customers provide all of the essential information upfront. This has reduced the need for follow-up contact with the customer and enabled us to deliver complete, informed responses more efficiently.
