Complaints rate - Table 14.8
 
Number of complaints per 100,000 passenger journeys
Great Britain
Annual data (financial year): 1998-99 to 2016-17
Quarterly data 1997-98 Quarter 3 to 2016-17 Quarter 4
 
Complaints rate
NRPS overall satisfaction (%) - Autumn ¹
Financial year
Franchised
Non-Franchised
National
1998-99
120.0
:
:
:
1999-00
109.0
:
:
76
2000-01
131.0
:
:
73
2001-02
111.0
:
:
72
2002-03
127.8
:
:
73
2003-04
78.8
:
:
73
2004-05
71.4
:
:
76
2005-06
74.4
:
:
80
2006-07
68.5
:
:
81
2007-08
57.3
:
:
81
2008-09
55.8
:
:
83
2009-10
45.0
:
:
83
2010-11
42.3
:
:
84
2011-12
38.2
:
:
84
2012-13
34.3
:
:
85
2013-14
29.0
:
:
83
2014-15
29.1
:
:
81
2015-16
27.4
162.7
27.5
83
2016-17
29.4
374.8
31.1
81
 
Complaints
rate
Complaints
rate MAA
 
Franchised
Non-Franchised
National
Franchised
Non-Franchised
National
1997-98 Quarter 3
139.0
  
:
:
:
1997-98 Quarter 4
133.0
  
:
:
:
1998-99 Quarter 1
115.0
  
:
:
:
1998-99 Quarter 2
122.0
  
:
:
:
1998-99 Quarter 3
130.0
  
:
:
:
1998-99 Quarter 4
114.0
  
:
:
:
1999-00 Quarter 1
103.0
  
:
:
:
1999-00 Quarter 2
115.0
  
:
:
:
1999-00 Quarter 3
117.0
  
:
:
:
1999-00 Quarter 4
99.0
  
:
:
:
2000-01 Quarter 1
95.0
  
:
:
:
2000-01 Quarter 2
119.0
  
:
:
:
2000-01 Quarter 3
160.0
  
:
:
:
2000-01 Quarter 4
152.0
  
:
:
:
2001-02 Quarter 1
104.0
  
:
:
:
2001-02 Quarter 2
113.0
  
:
:
:

2001-02 Quarter 3
109.0
  
:
:
:
2001-02 Quarter 4
112.0
  
:
:
:
2002-03 Quarter 1
110.2
  
:
:
:
2002-03 Quarter 2
136.0
  
:
:
:
2002-03 Quarter 3
148.0
  
:
:
:
2002-03 Quarter 4
116.2
  
:
:
:
2003-04 Quarter 1
70.9
  
118.0
:
:
2003-04 Quarter 2
93.3
  
107.3
:
:
2003-04 Quarter 3
84.3
  
91.1
:
:
2003-04 Quarter 4
66.5
  
78.8
:
:
2004-05 Quarter 1
68.9
  
78.2
:
:
2004-05 Quarter 2
69.0
  
72.2
:
:
2004-05 Quarter 3
73.2
  
69.4
:
:
2004-05 Quarter 4
74.3
  
71.4
:
:
2005-06 Quarter 1
74.3
  
72.7
:
:
2005-06 Quarter 2
74.7
  
74.1
:
:
2005-06 Quarter 3
79.1
  
75.7
:
:
2005-06 Quarter 4
69.5
  
74.4
:
:
2006-07 Quarter 1
56.9
  
70.0
:
:
2006-07 Quarter 2
70.7
  
69.1
:
:
2006-07 Quarter 3
69.9
  
66.8
:
:
2006-07 Quarter 4
75.9
  
68.5
:
:
2007-08 Quarter 1
51.6
  
67.0
:
:
2007-08 Quarter 2
59.7
  
64.2
:
:
2007-08 Quarter 3
50.8
  
59.3
:
:
2007-08 Quarter 4
66.9
  
57.3
:
:
2008-09 Quarter 1
52.5
  
57.4
:
:
2008-09 Quarter 2
56.0
  
56.5
:
:
2008-09 Quarter 3
53.2
  
57.1
:
:
2008-09 Quarter 4
61.7
  
55.8
:
:
2009-10 Quarter 1
45.5
  
54.1
:
:
2009-10 Quarter 2
45.0
  
51.4
:
:
2009-10 Quarter 3
43.2
  
48.8
:
:
2009-10 Quarter 4
46.3
  
45.0
:
:
2010-11 Quarter 1
35.6
  
42.5
:
:
2010-11 Quarter 2
34.6
  
39.9
:
:
2010-11 Quarter 3
44.8
  
40.4
:
:
2010-11 Quarter 4
53.4
  
42.3
:
:
2011-12 Quarter 1
44.8
  
44.5
:
:
2011-12 Quarter 2
36.9
  
44.9
:
:
2011-12 Quarter 3
37.8
  
43.1
:
:
2011-12 Quarter 4
33.8
  
38.2
:
:
2012-13 Quarter 1
30.8
  
34.8
:
:
2012-13 Quarter 2
31.6
  
33.5
:
:
2012-13 Quarter 3
37.5
  
33.5
:
:
2012-13 Quarter 4
36.9
  
34.3
:
:
2013-14 Quarter 1
24.8
  
32.7
:
:
2013-14 Quarter 2
26.1
  
31.3
:
:
2013-14 Quarter 3
30.6
  
29.6
:
:

2013-14 Quarter 4
34.1
  
29.0
:
:
2014-15 Quarter 1
26.5
  
29.4
:
:
2014-15 Quarter 2
28.2
  
29.9
:
:
2014-15 Quarter 3
31.9
  
30.2
:
:
2014-15 Quarter 4
29.4
  
29.1
:
:
2015-16 Quarter 1
24.6
149.7
24.8
28.6
:
:
2015-16 Quarter 2
26.0
143.9
26.2
28.0
:
:
2015-16 Quarter 3
29.3
202.7
29.5
27.4
:
:
2015-16 Quarter 4
29.3
156.9
29.5
27.4
162.7
27.5
2016-17 Quarter 1
27.2
394.6
29.0
28.0
328.8
28.7
2016-17 Quarter 2
29.3
397.3
31.1
28.8
403.3
29.9
2016-17 Quarter 3
29.9
391.2
31.6
28.9
458.0
30.7
2016-17 Quarter 4
31.2
314.5
32.6
29.4
458.8
31.5
Source:
Train Operating Companies (TOCs), LENNON ticketing and revenue database and Transport Focus' National Rail Passenger Survey (NRPS)
 
Symbols:
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
Notes:
1.     The National Rail Passenger Survey (NRPS) is produced twice a year by Transport Focus consulting more than 50,000 passengers a year.  This survey of passenger opinions, which are collected from a representative sample of journeys, provides a network-wide picture of passengers' satisfaction with rail travel.  The figures presented in this table are based on the Autumn survey results each year. The latest NRPS report and results can be found here: http://www.transportfocus.org.uk/research/national-passenger-survey-introduction#   
 
For 2016-17 ORR has worked with train operators to improve the consistency and quality of data collection, which has led to changes in methodology for reporting of complaints statistics. Therefore there is a time series break between 2015-16 Q4 and 2016-17 Q1.
 
For complaints rate, complaints are now reported to ORR based on complaints closed by operators, and praise related communications are no longer included within the complaint statistics. This may cause a slight reduction in the complaints rate for some operators. For further information please see Annex 3 of the statistical release and the quality report.
More details on methodology can be found in the quality report relating to this dataset:
 
This dataset is used in the passenger rail service complaints. To view or download the statistical release:
Revisions:
 
For the latest information on data revisions, please see the revisions log: