Complaints categories for appeals closed by Transport Focus and London TravelWatch - Table 14.16
Complaints categories for appeals closed by Transport Focus (TF) and London TravelWatch (LTW)
Great Britain
Annual data (financial year): 2014-15 to 2016-17
Quarterly data (financial year): 2014-15 Quarter 1 to 2017-18 Quarter 1
Organisation
Operator
ORR complaint category
NRPS complaint category
2014-15 Quarter 1
2014-15 Quarter 2
2014-15 Quarter 3
2014-15 Quarter 4
2015-16 Quarter 1
2015-16 Quarter 2
2015-16 Quarter 3
2015-16 Quarter 4
2016-17 Quarter 1
2016-17 Quarter 2
2016-17 Quarter 3
2016-17 Quarter 4
2017-18 Quarter 1
 
2014-15
2015-16
2016-17
Transport Focus
All TOCs Combined
Accessibility issues
Accommodating assistance dogs
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Disabled parking
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Disabled toilets at station/on train
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Lack of disabled facilities at station/on train
:
:
:
:
2
1
2
1
1
1
3
5
0
 
:
6
10
No reply on assistance line/pre-booked assistance not provided
:
:
:
:
2
2
4
4
9
3
3
6
8
 
:
12
21
Other accessibility
3
6
4
2
0
1
6
1
2
1
2
6
7
 
15
8
11
The ease of being able to get on and off
3
2
10
9
0
1
1
0
0
0
1
2
0
 
24
2
3
Unable to hear announcements at station/on train
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Unable to view information at station/on train
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Wheelchair space on train
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Company policy
On board policy
1
0
0
0
0
0
0
0
0
0
0
0
0
 
1
0
0
Other policy
0
0
0
1
1
0
1
1
0
0
3
2
1
 
1
3
5
Ticketing and refunds policy
269
216
229
258
236
217
187
156
182
122
210
181
172
 
972
796
695
Complaints handling
Complaint not received
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Complaints handling
384
285
301
270
:
:
:
:
:
:
:
:
:
 
1,240
:
:
Complaints not fully addressed/fulfilled by TOC
:
:
:
:
58
41
60
92
89
57
97
134
122
 
:
251
377
No response from TOC
:
:
:
:
19
20
22
41
23
21
129
271
166
 
:
102
444
Other complaints handling
:
:
:
:
3
1
9
5
8
5
3
8
7
 
:
18
24
Response time
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Staff member was impolite/unhelpful
:
:
:
:
6
9
13
12
14
4
10
9
11
 
:
40
37
Unhappy at type/level of compensation
:
:
:
:
150
94
72
114
147
99
195
209
221
 
:
430
650
Delay compensation schemes
Awareness/ Promotion of schemes
:
:
:
:
:
:
:
:
0
0
0
0
0
 
:
:
0
Claim rejected
:
:
:
:
:
:
:
:
0
0
0
0
0
 
:
:
0
Compensation claims process
:
:
:
:
:
:
:
:
0
0
0
0
0
 
:
:
0
Level of compensation
:
:
:
:
:
:
:
:
0
0
0
0
0
 
:
:
0
Speed of response
:
:
:
:
:
:
:
:
0
0
0
0
0
 
:
:
0

Transport Focus
All TOCs Combined
Delay compensation schemes
TOC processing error
:
:
:
:
:
:
:
:
0
0
0
0
0
 
:
:
0
Environmental
Environmental
0
0
0
0
0
0
0
0
0
0
0
0
0
 
0
0
0
Fares and retailing
Smartcards
0
0
0
0
0
0
0
0
0
0
0
0
0
 
0
0
0
The value for money for the price of your ticket
59
55
44
31
33
41
26
18
30
29
33
39
36
 
189
118
131
Ticket buying facilities
41
22
37
27
31
36
34
45
49
35
44
48
35
 
127
146
176
Ticket buying facilities - other
1
4
2
3
2
3
1
2
1
1
1
2
1
 
10
8
5
Provision of information
Provision of information about train times/platforms
15
15
10
10
16
12
19
13
15
10
7
15
13
 
50
60
47
Provision of information on website or mobile apps
2
3
1
7
7
6
1
1
0
0
2
0
2
 
13
15
2
The provision of information during the journey
11
3
12
12
7
10
14
18
16
11
6
7
20
 
38
49
40
Quality on train
Facilities on board
46
51
40
46
38
35
24
25
40
22
73
68
52
 
183
122
203
Sufficient room for all passengers to sit/stand
31
36
39
28
33
24
24
22
36
23
28
48
47
 
134
103
135
The cleanliness of the inside
3
4
4
5
4
3
1
3
4
3
7
4
1
 
16
11
18
The cleanliness of the outside
0
0
0
0
0
0
0
0
0
0
0
0
0
 
0
0
0
The comfort of the seating area
1
0
3
0
0
0
0
0
0
0
0
0
0
 
4
0
0
The space for luggage
0
0
2
0
0
0
1
0
0
0
0
1
0
 
2
1
1
The toilet facilities
4
9
6
8
10
8
1
1
6
2
5
11
4
 
27
20
24
Upkeep and repair of the train
4
7
3
5
9
4
1
0
4
0
1
4
1
 
19
14
9
Safety and security
Your personal security on board
8
15
13
14
10
10
11
7
7
6
13
15
6
 
50
38
41
Your personal security whilst using station
8
4
2
4
2
2
1
4
2
0
1
1
0
 
18
9
4
Staff conduct and availability
How request to station staff was handled
0
0
0
0
0
0
0
0
0
0
0
0
0
 
0
0
0
The attitudes and helpfulness of the staff at station
0
0
0
0
0
0
0
0
0
0
0
0
0
 
0
0
0
The availability of staff - at station
0
0
0
0
0
0
0
0
0
0
0
0
0
 
0
0
0
The availability of staff - on board
1
0
2
0
1
0
0
0
0
0
2
1
1
 
3
1
3
The helpfulness and attitude of other staff (not on train/not at station)
87
72
104
88
89
72
70
62
86
65
87
71
93
 
351
293
309
The helpfulness and attitude of staff on train
0
0
0
0
0
0
0
0
0
0
0
0
0
 
0
0
0
Station quality
Cleanliness
0
0
0
0
0
1
1
0
0
0
1
0
0
 
0
2
1
Facilities for car parking
19
11
8
5
7
6
1
2
3
2
9
15
4
 
43
16
29
Overall environment
3
1
0
0
0
2
1
4
4
0
2
4
1
 
4
7
10
The availability of seating
0
0
0
0
0
0
0
0
0
0
0
0
0
 
0
0
0
The facilities and services
9
1
5
5
3
6
3
5
3
5
0
4
5
 
20
17
12
The provision of shelter facilities
2
4
1
3
1
1
2
3
4
3
2
1
1
 
10
7
10
The upkeep/repair of the station buildings/platforms
0
1
0
0
0
0
0
0
0
0
1
1
0
 
1
0
2
Timetabling and connection issues
Connections with other forms of public transport
0
1
0
0
0
0
1
0
0
0
0
0
0
 
1
1
0
Connections with other train services
4
2
2
4
2
4
3
4
6
7
1
2
11
 
12
13
16
Routing
3
5
3
3
5
7
0
6
8
4
3
2
1
 
14
18
17

Transport Focus
All TOCs Combined
Timetabling and connection issues
The frequency of the trains on that route
0
0
0
0
0
0
0
0
0
0
0
0
0
 
0
0
0
The length of time the journey was scheduled to take (speed)
0
0
0
0
0
1
0
3
0
1
0
1
0
 
0
4
2
Timetabling
5
11
4
2
6
6
4
8
12
4
2
6
1
 
22
24
24
Train service performance
Punctuality/reliability (i.e. the train arriving/departing on time)
219
151
176
163
166
135
141
204
263
170
274
381
315
 
709
646
1,088
Other – miscellaneous
Other – miscellaneous
0
0
0
0
0
0
0
0
0
0
0
0
0
 
0
0
0
Transport Focus Total
1,246
997
1,067
1,013
959
822
763
887
1,074
716
1,261
1,585
1,366
 
4,323
3,431
4,636
London TravelWatch
All TOCs Combined
Accessibility issues
Accommodating assistance dogs
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Disabled parking
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Disabled toilets at station/on train
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Lack of disabled facilities at station/on train
:
:
:
:
0
0
0
1
0
0
0
0
0
 
:
1
0
No reply on assistance line/pre-booked assistance not provided
:
:
:
:
0
0
2
0
1
1
3
0
3
 
:
2
5
Other accessibility
:
:
:
:
3
1
0
0
0
1
0
0
0
 
:
4
1
The ease of being able to get on and off
:
:
:
:
0
0
0
1
0
0
0
0
1
 
:
1
0
Unable to hear announcements at station/on train
:
:
:
:
0
0
0
0
1
0
0
0
0
 
:
0
1
Unable to view information at station/on train
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Wheelchair space on train
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Company policy
On board policy
:
:
:
:
0
0
1
0
1
0
0
0
0
 
:
1
1
Other policy
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Ticketing and refunds policy
:
:
:
:
124
92
112
130
101
97
66
91
85
 
:
458
355
Complaints handling
Complaint not received
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Complaints handling
:
:
:
:
:
:
:
:
:
:
:
:
:
 
:
:
:
Complaints not fully addressed/fulfilled by TOC
:
:
:
:
69
60
21
38
41
70
104
111
84
 
:
188
326
No response from TOC
:
:
:
:
0
0
5
38
41
2
32
38
40
 
:
43
113
Other complaints handling
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Response time
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Staff member was impolite/unhelpful
:
:
:
:
0
0
15
6
9
83
6
8
13
 
:
21
106
Unhappy at type/level of compensation
:
:
:
:
0
0
1
47
0
0
0
0
0
 
:
48
0
Delay compensation schemes
Awareness/ Promotion of schemes
:
:
:
:
:
:
:
:
0
0
0
0
0
 
:
:
0
Claim rejected
:
:
:
:
:
:
:
:
0
0
0
0
0
 
:
:
0
Compensation claims process
:
:
:
:
:
:
:
:
0
0
0
0
0
 
:
:
0
Level of compensation
:
:
:
:
:
:
:
:
80
4
97
120
116
 
:
:
301
Speed of response
:
:
:
:
:
:
:
:
0
0
0
0
0
 
:
:
0
TOC processing error
:
:
:
:
:
:
:
:
0
0
0
0
0
 
:
:
0
Environmental
Environmental
:
:
:
:
0
0
2
0
0
0
0
0
1
 
:
2
0
Fares and retailing
Smartcards
:
:
:
:
0
0
1
0
3
0
0
3
3
 
:
1
6

London TravelWatch
All TOCs Combined
Fares and retailing
The value for money for the price of your ticket
:
:
:
:
0
0
27
0
3
28
2
4
1
 
:
27
37
Ticket buying facilities
:
:
:
:
0
0
8
0
1
21
2
2
7
 
:
8
26
Ticket buying facilities - other
:
:
:
:
0
0
1
0
11
1
10
6
9
 
:
1
28
Provision of information
Provision of information about train times/platforms
:
:
:
:
0
0
15
3
3
0
3
4
5
 
:
18
10
Provision of information on website or mobile apps
:
:
:
:
0
0
0
0
0
0
0
0
5
 
:
0
0
The provision of information during the journey
:
:
:
:
11
9
1
9
20
8
21
10
18
 
:
30
59
Quality on Train
Facilities on board
:
:
:
:
5
5
3
2
2
2
4
3
1
 
:
15
11
Sufficient room for all passengers to sit/stand
:
:
:
:
0
0
1
1
2
2
2
4
0
 
:
2
10
The cleanliness of the inside
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
The cleanliness of the outside
:
:
:
:
0
0
0
0
1
0
1
0
1
 
:
0
2
The comfort of the seating area
:
:
:
:
0
0
5
0
0
1
4
0
2
 
:
5
5
The space for luggage
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
The toilet facilities
:
:
:
:
0
0
0
1
0
0
0
0
1
 
:
1
0
Upkeep and repair of the train
:
:
:
:
0
0
0
2
0
0
0
1
0
 
:
2
1
Safety and Security
Your personal security on board
:
:
:
:
3
1
22
4
2
2
3
0
4
 
:
30
7
Your personal security whilst using station
:
:
:
:
0
0
0
0
0
0
4
0
1
 
:
0
4
Staff Conduct and Availability
How request to station staff was handled
:
:
:
:
0
0
0
0
3
1
1
0
3
 
:
0
5
The attitudes and helpfulness of the staff at station
:
:
:
:
23
11
4
8
5
19
11
6
6
 
:
46
41
The availability of staff - at station
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
The availability of staff - on board
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
The helpfulness and attitude of other staff (not on train/not at station)
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
The helpfulness and attitude of staff on train
:
:
:
:
0
0
1
0
1
0
0
1
0
 
:
1
2
Station Quality
Cleanliness
:
:
:
:
0
0
1
0
0
1
0
0
0
 
:
1
1
Facilities for car parking
:
:
:
:
2
5
1
2
3
2
1
2
1
 
:
10
8
Overall environment
:
:
:
:
0
0
0
1
2
0
1
0
0
 
:
1
3
The availability of seating
:
:
:
:
0
0
0
0
0
0
0
1
0
 
:
0
1
The facilities and services
:
:
:
:
0
0
7
3
1
2
4
3
2
 
:
10
10
The provision of shelter facilities
:
:
:
:
0
0
0
0
1
0
0
0
0
 
:
0
1
The upkeep/repair of the station buildings/platforms
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Timetabling and connection issues
Connections with other forms of public transport
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Connections with other train services
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Routing
:
:
:
:
0
0
3
1
0
0
0
1
0
 
:
4
1
The frequency of the trains on that route
:
:
:
:
0
0
0
0
0
0
0
0
7
 
:
0
0
The length of time the journey was scheduled to take (speed)
:
:
:
:
0
0
0
0
0
0
0
0
0
 
:
0
0
Timetabling
:
:
:
:
9
7
2
6
1
2
0
1
0
 
:
24
4

London TravelWatch
All TOCs Combined
Train Service Performance
Punctuality/reliability (i.e. the train arriving/departing on time)
:
:
:
:
17
15
17
27
30
22
23
22
17
 
:
76
97
Other – miscellaneous
Other – miscellaneous
:
:
:
:
0
2
10
6
34
36
8
0
0
 
:
18
78
London TravelWatch Total
:
:
:
:
266
208
289
337
404
408
413
442
437
 
:
1,100
1,667
Total Complaints Categories
1,246
997
1,067
1,013
1,225
1,030
1,052
1,224
1,478
1,124
1,674
2,027
1,803
 
4,323
4,531
6,303
Source:
Transport Focus and London TravelWatch
 
Symbols:
(-)           Operator not in service
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
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: