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 2023-2024

From backlog to breakthrough: A collaborative approach

At the beginning of 2023 we launched a new initiative to deal with the challenging numbers of cases in our backlog since COVID and the average age of our response times to our customers. The backlog of complaints led to extended response times and frustrated customers.

Recognising the urgency, we prioritised a unique solution that went beyond the traditional approach of simply hiring additional staff.

The customer relations team joined forces with various departments to create a multi-faceted solution:

Innovative recruitment: Working with HR, we recruited additional team members during the peak contact time. We facilitated remote working after initial training and allowed flexible working hours. This led to a higher standard of work than is normally provided by temps, a more engaged workforce and a reduced need for training and support.
IT department: Working with IT, the team identified and addressed limitations within the Customer Relations Management System (CRMS) that were hindering information flow and slowing down the complaint resolution process.
North Wales contact centre: Internal training programs were rolled out for contact centre colleagues, equipping them with further skills and knowledge to handle customer complaints efficiently and with empathy, and reducing the need for cases to be escalated to the Customer Relations team.
Stations: Station colleagues volunteered their time and expertise to assist with complaint resolution. This not only helped reduce the backlog but also provided station colleagues with valuable firsthand experience of customer concerns.

Measurable results for customers and colleagues alike

The improvements brought about included:

Dramatic reduction in response times: Average response times to customer complaints reduced from 22.24 working days to 3.71 days.
Backlog eradication: The number of outstanding cases dropped from a peak of 6,000 to 528. This substantial decrease in the case backlog allowed the customer relations team to provide prompt and effective customer support.
Dramatically reduced case response times: 99.47% of complaints now receive a substantial response within 20 working days, with 96.17% receiving a substantial response within 10 working days, greatly improving our customer’s experience.
Empowered customer service: With a streamlined complaint-handling process, the customer service team are better equipped to deliver exceptional service experiences.
Improved customer experience: TfW is currently undertaking major transformation work in the Core Valley Lines (CVL) area of our network. The CVL lineside neighbour average active case age is now 41.38 days (against a target of 60 days), which is the lowest it has ever been.

Other steps taken to improve Complaint Handling

E-learning modules

The customer relations team is currently working to produce e-learning modules that will be made available to all colleagues across the business (a workforce of almost 4000 people). These modules will enable volunteers from all areas of the business to improve their customer service skills and will provide additional colleagues to provide relief and assistance to the Customer Relations team at times of high demand, ensuring that customer response times remain low at times of high contact.

Mandatory webforms

We have recently introduced mandatory webforms which require customers to enter specific information onto our system. This is because nearly 50% of our initial contact to customers is ‘a request for information’ not initially provided at the time they contacted us. Requesting customers give us the correct details for us to fully deal with their query/complaint saves the customer from having to contact us for a second or third time to provide the required information.

Quality Support Officer

We have repurposed one of our Customer Relations Advisors as a Quality Coach. This has allowed us to carry out enhanced quality check analysis on our advisors, providing more detailed feedback and improving the quality and accuracy of the replies we send out to customers.

Travel Companions

We have hired 20 additional staff based at 5 different mainline stations to provide assistance to passengers with enhanced needs. These are hybrid roles, and at quieter periods these Companions have been handling Customer Relations casework to help us manage the numbers. The Companions will provide us with a more stable supply of resource to help cope with customer contact peaks.