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 2017-18
Quarterly data 2007-08 Quarter 4 to 2018-19 Quarter 2 (p) - data for the current year are provisional
  
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
2017-18 Quarter 2
2017-18 Quarter 3
2017-18 Quarter 4
2018-19 Quarter 1
2018-19 Quarter 2
 
2007-08
2008-09
2009-10
2010-11
2011-12
2012-13
2013-14
2014-15
2015-16
2016-17
2017-18
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
46.2
54.0
61.2
60.9
71.4
 
336.1
272.0
121.7
48.0
33.6
49.1
60.9
59.4
61.7
52.0
66.3
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
22.2
21.1
18.6
26.2
20.9
 
20.7
17.9
12.9
9.0
10.1
12.1
13.4
20.1
26.4
31.7
21.0
Caledonian Sleeper
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228.8
72.5
195.5
154.5
123.1
60.7
123.2
122.8
 
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136.9
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
24.3
22.9
21.7
21.3
24.2
 
50.2
60.5
55.8
53.0
49.6
43.2
87.2
74.1
89.4
30.5
23.3
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
56.8
77.8
85.1
58.7
63.4
 
165.5
191.0
153.9
82.0
77.7
98.8
51.4
59.3
50.3
55.5
65.7
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
45.8
55.2
54.0
43.9
59.5
 
121.7
126.7
98.5
80.0
76.0
94.8
78.5
66.0
59.2
48.8
51.8
Govia Thameslink Railway
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9.6
8.1
7.2
11.0
21.7
31.6
32.1
29.3
16.2
19.2
16.3
12.8
20.0
20.2
 
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9.0
28.6
16.1
Great Western Railway¹
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
43.5
51.7
61.7
61.2
78.7
 
150.8
96.5
86.7
86.0
77.1
69.8
53.6
38.6
33.0
30.1
48.8
Greater Anglia
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
52.1
48.3
59.6
30.9
34.0
 
39.4
40.6
23.0
27.0
31.5
30.0
30.3
31.2
49.2
59.1
54.4
London North Eastern Railway
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
142.2
134.7
96.1
102.7
117.2
 
446.1
250.0
310.0
185.0
253.7
211.7
152.2
141.7
160.8
108.8
117.4
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
1.3
2.1
2.3
1.0
0.7
 
10.2
19.2
8.9
8.0
3.3
2.8
2.9
2.9
3.8
2.2
1.7
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
8.4
11.1
8.7
5.8
10.1
 
36.1
21.5
20.8
12.8
11.7
15.7
14.9
17.6
18.7
9.9
9.1
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
18.2
13.2
13.8
25.9
56.5
 
37.0
41.0
30.1
31.0
25.3
27.6
31.1
36.2
33.2
16.9
15.3
ScotRail
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
24.0
29.3
30.6
30.3
22.7
28.7
 
37.0
36.2
33.8
35.8
40.5
31.6
25.1
23.7
26.3
24.0
28.6
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
22.2
20.4
23.1
21.4
19.1
24.3
 
7.6
7.3
8.4
7.0
10.5
13.4
13.1
16.5
13.6
20.3
21.8
Southeastern
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
26.7
28.3
37.1
36.5
28.2
 
16.5
15.7
22.8
22.0
13.4
12.8
13.4
16.5
18.9
25.8
29.9
TfL Rail
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2.9
2.3
2.5
4.5
2.8
2.2
3.6
2.9
1.7
1.6
3.1
3.9
2.4
2.6
 
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3.1
2.9
2.6
TransPennine Express¹
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
36.9
42.6
57.9
50.0
53.4
 
62.1
80.1
71.7
68.0
69.8
59.0
52.3
43.1
42.7
37.9
44.7
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
154.2
155.7
177.2
191.4
168.5
 
360.0
547.6
370.3
266.0
257.8
224.4
189.1
227.9
181.8
154.3
161.2
West Midlands Trains
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
31.0
38.5
28.2
20.7
21.2
 
58.2
101.8
39.0
58.0
80.3
97.4
43.0
29.8
32.4
35.5
32.4
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
158.5
233.5
206.9
226.8
364.5
 
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184.7
206.3
190.0
Heathrow Express²
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487.0
455.2
478.3
407.7
27.8
31.7
29.4
26.3
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457.7
28.9
Hull Trains
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71.0
112.1
185.2
152.4
131.5
156.4
93.2
87.1
162.5
151.9
257.3
269.9
260.7
150.9
 
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130.3
116.3
208.5
Inactive
Govia Thameslink Railway/First Capital Connect
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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Southern³
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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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. 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.
2. For 2016-17 Heathrow Express provided us with all correspondence rather than complaints only. From 2017-18 Q1 Heathrow Express correctly provided us with complaints only data. Therefore, please treat comparisons between 2016-17 and 2017-18 with caution.
3. Southern refers to the separate franchise before their services were merged into the Govia Thameslink franchise in July 2015.

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) Data are marked as provisional due to the potential for minor revisions in either complaint numbers or passenger journey numbers, particularly for more recent data.
 
For the latest information on data revisions, please see the revisions log: