Complaints rate by train operating company - Table 14.9
 
Number of complaints per 100,000 passenger journeys by train operating company
Great Britain
Annual data (financial year): 2007-08 to 2016-17
Quarterly data 2007-08 Quarter 4 to 2017-18 Quarter 1
  
Quarter
 
Annual
Franchised type
Train operating company name
2007-08 Quarter 4
2008-09 Quarter 1
2008-09 Quarter 2
2008-09 Quarter 3
2008-09 Quarter 4
2009-10 Quarter 1
2009-10 Quarter 2
2009-10 Quarter 3
2009-10 Quarter 4
2010-11 Quarter 1
2010-11 Quarter 2
2010-11 Quarter 3
2010-11 Quarter 4
2011-12 Quarter 1
2011-12 Quarter 2
2011-12 Quarter 3
2011-12 Quarter 4
2012-13 Quarter 1
2012-13 Quarter 2
2012-13 Quarter 3
2012-13 Quarter 4
2013-14 Quarter 1
2013-14 Quarter 2
2013-14 Quarter 3
2013-14 Quarter 4
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
 
2007-08
2008-09
2009-10
2010-11
2011-12
2012-13
2013-14
2014-15
2015-16
2016-17
Franchised
Arriva Trains Wales
328.5
269.6
288.4
233.0
299.6
210.1
191.3
48.7
45.1
40.3
43.8
62.0
47.0
37.0
33.6
29.1
35.2
42.4
53.4
48.1
52.5
47.1
57.2
70.2
68.5
57.0
62.8
63.8
53.3
44.7
62.8
74.2
63.7
70.9
74.7
28.0
35.3
105.8
 
336.1
272.0
121.7
48.0
33.6
49.1
60.9
59.4
61.7
52.0
c2c
22.6
18.3
16.8
16.3
20.4
14.7
14.7
11.2
11.5
8.9
9.4
12.0
7.0
5.9
8.5
13.1
12.6
9.1
8.5
9.6
21.2
11.1
13.9
12.7
15.7
12.6
24.7
24.9
17.7
15.5
18.1
30.8
39.8
29.7
31.5
35.3
30.2
22.3
 
20.7
17.9
12.9
9.0
10.1
12.1
13.4
20.1
26.4
31.7
Caledonian Sleeper
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228.8
72.5
195.5
 
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Chiltern Railways
55.8
43.6
65.1
66.4
67.0
63.3
48.2
46.5
64.5
46.3
41.3
49.0
77.0
38.4
51.2
57.7
50.1
62.6
36.2
36.7
38.6
60.7
76.1
83.7
127.0
62.9
78.7
60.5
94.8
102.2
50.7
130.7
72.3
32.7
33.1
28.9
27.8
24.2
 
50.2
60.5
55.8
53.0
49.6
43.2
87.2
74.1
89.4
30.5
CrossCountry
173.5
169.8
220.1
204.1
168.5
125.4
167.2
139.6
182.8
74.4
89.7
81.0
83.0
85.7
80.3
85.4
59.4
74.8
75.3
118.1
125.3
33.3
48.0
63.2
60.0
49.9
66.5
71.1
48.7
40.1
51.8
53.9
54.5
56.4
59.9
53.8
52.2
42.0
 
165.5
191.0
153.9
82.0
77.7
98.8
51.4
59.3
50.3
55.5
East Midlands Trains
138.6
135.7
137.3
115.4
118.4
110.1
94.7
87.4
102.5
73.9
74.4
82.0
89.0
69.7
71.5
86.5
75.5
101.8
97.4
85.1
95.7
67.1
86.1
78.0
83.2
72.4
69.4
58.2
64.7
59.0
56.3
58.2
63.3
54.9
54.2
38.9
47.9
51.9
 
121.7
126.7
98.5
80.0
76.0
94.8
78.5
66.0
59.2
48.8
Govia Thameslink Railway/First Capital Connect¹
57.9
35.8
36.6
33.7
45.1
34.4
31.0
39.3
39.4
23.2
26.9
27.0
41.0
23.6
25.4
27.8
27.0
23.8
18.5
18.4
29.3
20.6
15.8
19.8
33.0
14.8
10.5
16.8
20.5
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54.1
37.7
36.2
30.0
26.0
22.5
22.5
15.8
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Govia Thameslink Railway¹
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9.6
8.1
7.2
11.0
21.7
31.6
32.1
29.3
16.2
 
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9.0
28.6
Great Western Railway³
174.8
96.7
86.8
104.4
98.6
82.0
80.0
94.8
89.7
67.0
86.0
96.0
92.0
70.9
82.7
81.5
73.2
50.1
59.5
81.0
89.5
43.6
47.6
56.2
67.6
41.8
37.8
37.9
36.9
28.7
36.1
36.3
30.8
29.4
26.9
25.8
38.7
38.6
 
150.8
96.5
86.7
86.0
77.1
69.8
53.6
38.6
33.0
30.1
Greater Anglia²
50.1
50.4
51.1
35.3
25.6
24.4
24.5
21.2
21.9
24.2
30.8
32.0
22.0
18.3
30.1
41.5
34.8
27.6
26.1
30.4
35.6
24.2
26.3
41.6
28.6
27.4
35.0
33.8
28.4
34.5
62.3
57.0
50.2
49.4
51.9
67.5
67.4
57.9
 
39.4
40.6
23.0
27.0
31.5
30.0
30.3
31.2
49.2
59.1
London Midland
63.4
73.5
80.3
87.9
162.0
38.8
44.4
37.5
35.8
48.8
39.2
70.0
73.0
97.0
65.9
85.4
73.7
63.5
76.6
148.9
95.7
57.3
35.2
39.7
40.4
28.6
27.6
32.6
30.0
27.3
31.1
38.6
31.5
33.4
35.2
39.4
33.9
31.4
 
58.2
101.8
39.0
58.0
80.3
97.4
43.0
29.8
32.4
35.5
London Overground
10.9
12.6
14.3
19.2
32.4
12.3
9.6
7.9
7.1
8.7
6.6
10.0
8.0
3.8
3.4
3.0
3.0
3.6
2.8
2.4
2.5
2.7
2.4
3.1
3.4
2.8
2.8
3.1
2.8
3.1
3.6
3.8
4.6
2.8
2.4
1.9
1.5
1.2
 
10.2
19.2
8.9
8.0
3.3
2.8
2.9
2.9
3.8
2.2
Merseyrail
36.4
19.5
16.3
25.8
24.9
24.8
22.6
18.8
17.4
11.9
12.5
12.4
14.5
8.5
9.7
13.0
16.1
13.6
15.0
16.8
17.2
13.6
15.4
16.6
13.8
15.6
17.9
18.3
18.5
16.7
18.8
20.1
19.1
9.7
8.5
9.4
12.1
8.1
 
36.1
21.5
20.8
12.8
11.7
15.7
14.9
17.6
18.7
9.9
Northern
45.7
28.2
35.1
55.5
45.4
26.3
29.8
32.2
31.8
23.4
28.2
39.0
33.0
24.1
25.1
27.9
23.9
20.5
29.5
34.1
25.8
25.8
29.8
29.9
38.3
32.8
38.7
49.3
24.5
23.0
31.1
38.8
39.0
11.0
15.5
17.8
23.1
16.0
 
37.0
41.0
30.1
31.0
25.3
27.6
31.1
36.2
33.2
16.9
ScotRail (r)
38.6
26.7
30.7
40.7
46.9
27.5
30.1
32.5
45.1
24.0
22.1
32.1
65.0
41.0
38.0
41.2
41.7
30.3
29.9
33.4
32.7
22.7
28.1
23.0
26.9
19.3
20.2
29.0
25.5
21.9
22.6
29.9
30.3
23.7
25.5
24.1
22.9
24.3
 
37.0
36.2
33.8
35.8
40.5
31.6
25.1
23.7
26.3
24.0
South Western Railway
7.7
8.2
7.2
6.2
7.8
6.7
8.6
9.7
8.7
6.4
6.8
8.0
7.0
13.9
8.9
10.5
9.6
9.3
9.0
17.4
17.6
9.2
11.3
14.6
16.7
12.6
14.7
19.9
18.2
12.1
13.2
13.8
15.1
15.4
23.5
24.6
17.6
22.3
 
7.6
7.3
8.4
7.0
10.5
13.4
13.1
16.5
13.6
20.3
Southeastern⁴
18.7
12.4
8.5
12.9
29.0
14.4
18.0
24.4
33.6
20.3
16.6
24.0
28.0
13.4
13.5
13.4
13.2
11.9
11.5
12.9
14.8
9.4
9.1
14.3
20.0
13.1
13.2
15.9
23.4
14.7
12.4
20.7
26.8
18.7
23.8
27.6
32.9
27.2
 
16.5
15.7
22.8
22.0
13.4
12.8
13.4
16.5
18.9
25.8
Southern¹
20.1
4.6
9.4
7.7
22.7
15.9
6.6
9.6
18.4
41.5
22.2
43.0
107.0
95.1
21.1
8.7
4.8
5.5
4.6
2.9
5.5
4.8
6.3
8.9
9.5
9.5
8.9
10.5
9.3
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11.7
11.2
12.7
57.0
31.6
4.6
7.4
9.5
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TfL Rail²
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2.9
2.3
2.5
4.5
2.8
2.2
3.6
2.9
1.7
 
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3.1
2.9
TransPennine Express³
69.3
52.3
71.8
119.5
76.0
57.3
64.3
70.6
95.0
49.4
55.4
83.0
83.0
60.0
68.0
80.5
70.6
40.3
58.1
68.5
69.3
45.0
58.8
58.7
46.5
39.7
46.2
46.0
40.2
35.3
37.4
47.1
50.7
38.7
22.8
27.8
61.4
41.3
 
62.1
80.1
71.7
68.0
69.8
59.0
52.3
43.1
42.7
37.9
Virgin Trains East Coast³
491.5
242.2
328.9
235.8
189.8
321.2
300.7
289.6
329.0
109.7
165.8
186.0
275.0
216.0
278.4
245.0
274.5
271.4
261.3
150.3
162.6
136.3
141.2
166.0
165.3
126.2
131.6
142.2
166.7
142.3
147.0
169.2
184.5
164.7
66.4
101.2
103.1
95.7
 
446.1
250.0
310.0
185.0
253.7
211.7
152.2
141.7
160.8
108.8
Virgin Trains West Coast
454.3
598.2
579.0
453.6
558.9
420.5
365.2
358.3
342.7
282.1
231.2
324.0
230.0
240.4
266.8
254.8
268.9
218.3
237.6
227.0
214.4
183.7
172.8
166.6
233.6
211.2
214.6
252.5
231.8
196.5
198.2
162.8
170.9
172.9
144.1
135.5
165.9
157.6
 
360.0
547.6
370.3
266.0
257.8
224.4
189.1
227.9
181.8
154.3
Non-Franchised
Grand Central
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200.1
165.2
215.4
159.9
163.1
324.4
223.6
102.7
162.9
 
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184.7
206.3
Heathrow Express⁵
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487.0
455.2
478.3
407.7
27.7
 
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457.7
Hull Trains
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71.0
112.1
185.2
152.4
131.5
156.4
93.2
87.1
162.5
 
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130.3
116.3
Source:
Train Operating Companies (TOCs) and LENNON ticket and revenue database
 
Symbols:
(:)           Data not available or Operator not in service
(r)          Data revised
(p)          Data are provisional
Notes:
1.     Govia Thameslink Railway was a new franchise established on 26th July 2015. It was formed by the merger of the previous franchises of Southern and GTR (previously First Capital Connect). A small number of services and stations were also transferred from the Southeastern franchise on 21 December 2014. Prior to 2015-16 data for Southern and GTR/FCC are presented separately due to different reporting practices. For 2015-16 Q1 onwards the new franchise is presented in its entirety (Southern, Thameslink, Great Northern and Gatwick Express).
2.     On 31 May 2015 a number of services transferred from Greater Anglia to create a new franchise known as TfL Rail (this is the precursor to Crossrail). At the same time, a number of Greater Anglia services were transferred to London Overground. Therefore the 2015-16 data for these operators are not fully comparable with data from previous years.
3. Great Western Railway and TransPennine Express have changed their complaint volumes methodology from 2016-17 Q1. Previously if one complaint correspondence contained several complaints, they would count all complaint types. From Q1 they would only count this as one complaint. This follows ORR guidance and is consistent with other TOCs. The impact of this is their complaints volumes has declined since last year, and any comparisons should be treated with caution.
4. Arriva Train Wales and Virgin Trains East Coast informed us they are experiencing issues with reporting, and have a back log of complaints. This means that some complaints have not been reported to ORR, and are therefore lower than expected.
5. For 2016-17 Heathrow Express provided us with all correspondence rather than complaints only. Heathrow Express have now corrected this, and from 2017-18 Q1, have correctly started to supply complaints only data.

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:
(r) Scotrail data between 2015-16 Q1 and 2015-16 Q4 has been revised due to Scotrail providing updated passenger journeys data.
 
For the latest information on data revisions, please see the revisions log: