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 - 2025-26

Improving accessibility and ease of the complaints process

We recognise that when customers need to make a complaint, the process should be simple, accessible, and require minimal effort. Over the past year, our focus has been on reducing barriers, improving clarity, and ensuring all customers can raise concerns in a way that suits their needs.

 

Simplifying complaint submission

We have redesigned our complaint submission process to make it more intuitive and efficient. This includes:

  • Simplifying webforms to request only essential information
  • Providing clear prompts and guidance within forms
  • Allowing customers to upload a higher MB allowance for supporting evidence
  • Issuing immediate confirmation and reference numbers - with clearer guidance

These changes reduce incomplete submissions and minimise the need for follow-up contact, enabling faster and more efficient resolution.

 

Expanding and aligning contact channels

Customers can contact us through a range of accessible channels, including:

Online forms
Email
Telephony
Social media
Facebook Messenger (recently introduced), providing a more immediate and conversational way for customers to raise concerns

Facebook Messenger has been integrated to give customers more contact options, ensuring complaints are captured, tracked, and managed in line with standard processes. Customers are also able to move between channels without needing to repeat information.

We have aligned processes, guidance, and communication standards across all channels to ensure a consistent experience regardless of how customers choose to contact us.

 

Improving clarity and communication

We have improved how we communicate with customers throughout the complaints process by:

  • Simplifying “how to complain” guidance using plain English - but with a consistent brand tone
  • Clearly setting expectations around response times and next steps
  • Continuing to move away from generic templates towards more personalised responses
  • Customers are kept informed throughout the lifecycle of their complaint, particularly where additional investigation is required - including the more in depth use of holding messages

 

Reducing customer effort

A key priority has been reducing the effort required for customers to achieve a resolution. We have:

  • Empowered advisors to resolve complaints without unnecessary escalation - using regular training and quality checking mechanisms
  • Provided enhanced access to internal systems, reducing reliance on other departments - especially for our Pay as you go product
  • Expanded and enhanced our centralised knowledgebase to ensure accurate and consistent responses
  • Improved internal workflows and communication to minimise delays between teams

We monitor repeat contact to identify where customers need to re-engage and use this insight to address gaps in our processes and communication.

 

Supporting accessibility and inclusion

We are committed to ensuring the complaints process is accessible and inclusive for all customers, including those with additional needs. Our approach includes:

  • Regular reviews of our channels such as telephony for customers who cannot easily access digital services
  • Reviewing forms and written communications to ensure clarity and usability
  • Continuing development of our app to ensure it is suitable for the needs of our customers
  • Capturing accessibility needs within our systems to avoid customers having to repeat information
  • Monitoring accessibility-related complaints to identify trends and improvement opportunities
  • An Accessibility Champion provides dedicated oversight of accessibility-related complaints, ensuring insights are acted upon and improvements are embedded.
  • We are establishing a Travel for All team, dedicated to improving accessibility and inclusion across our services. This team will drive improvements for all customers, with a particular focus on those with protected characteristics.
  • We have expanded our Disabled People’s Travel Panel beyond rail to also support improvements across bus services and active travel.
  • In addition, we have established a cross-functional Accessibility Working Group, bringing together representatives from across the accessible travel journey, including Passenger Assist, Customer Relations, and operational teams.

This group meets regularly to:

  • Review complaints and feedback relating to accessibility and Passenger Assist
  • Identify gaps and failure points across the end-to-end journey
  • Agree targeted actions to improve the experience for customers requiring assistance
  • Share learning across departments to ensure a joined-up approach

This ensures accessibility improvements are driven by real customer experience and consistently applied across the organisation.

 

Creating a joined-up experience

We have strengthened alignment across our contact centres:

North Wales contact centre (telephony/chatbot)
Customer Relations (written complaints)
Concessionary and fflecsi teams

Through regular cross-team engagement, we:

  • Review shared customer pain points
  • Align processes and communication approaches
  • Ensure consistency in how complaints are handled

This reduces duplication, improves consistency, and creates a more seamless experience for customers.

 

Understanding and acting on customer pain points

We have introduced a structured Top 10 Customer Pain Points framework, reviewed monthly to ensure we are addressing the key drivers of complaints.

Pain points are identified through:

  • Complaint volumes and categorisation
  • Customer feedback and case reviews
  • Insight from all contact channels

Each pain point is assigned to a responsible business area, with clearly defined actions and progress monitored through regular governance.

Our current focus includes:

Crowding and capacity transparency

  • Information accuracy and consistency
  • Short-notice cancellations and communication gaps
  • Onboard environment consistency
  • Passenger assistance reliability
  • Disruption handling
  • Perception of value for money
  • Information accessibility
  • Consistency across contact channels
  • First and last mile experience

 

Embedding root cause resolution

For each identified pain point, we:

  • Undertake root cause analysis using complaint and operational data
  • Share insight directly with the relevant business areas
  • Track agreed actions through structured review forums
  • Monitor complaint trends to assess whether improvements are being realise

 

Delivering continuous improvement in complaint handling

  • We take a joined-up, journey-based approach to complaint handling, reviewing issues across the full customer journey rather than in isolation. This helps us identify where problems cluster and prioritise improvements that reduce repeat issues.
  • We are also strengthening how we communicate with customers, particularly during disruption. Earlier messaging, clearer pre-journey information, and better use of insight help address concerns sooner and reduce the likelihood of complaints.
  • A closed-loop feedback approach ensures that insight leads to action. Complaint themes are regularly shared with operational teams, with clear ownership for addressing issues. Learning is fed back into the business to prevent recurrence, and customers are updated where appropriate.
  • We continue to invest in colleague capability, giving advisors greater authority to resolve complaints and improving access to real-time systems and information. Enhanced training, supported by a dedicated Quality Coach, ensures consistent standards and ongoing development.
  • Alongside this, we have improved the tools available to colleagues. A centralised knowledgebase provides a single source of truth, while better access to information across departments reduces delays and supports faster, more consistent responses.
  • We are also improving how we manage demand by using data to anticipate peaks in complaint volumes and align resources, accordingly, ensuring resilience during periods of disruption.
  • To measure effectiveness, we bring together a range of indicators including customer satisfaction, repeat contact and quality assurance results. This provides a balanced view of both performance and experience, supporting continuous improvement.

 

Summary

Our focus has been on making it easier for customers to raise complaints, reducing effort throughout the process, and ensuring it is accessible and consistent across all channels. By combining improved processes, stronger tools and better use of insight, we continue to develop a complaint handling approach that delivers better outcomes for customers.