Complaints by contact method and train operating company - Table 14.6
 
Percentage of complaints made to train operating companies by method of contact
Great Britain
Annual data (financial year): 2010-11 to 2016-17
Quarterly data 2010-11 Quarter 1 to 2016-17 Quarter 4
   
Quarter (%)
 
Annual (%)
National and franchised classification
Contact method
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
 
2010-11
2011-12
2012-13
2013-14
2014-15
2015-16
2016-17
 
Franchised
Letter
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
25.2
24.5
22.3
19.8
16.8
16.6
11.9
11.3
 
:
:
:
:
:
22.8
14.0
Email/Webform
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
61.1
62.2
63.5
65.9
64.3
61.8
68.7
71.3
 
:
:
:
:
:
63.3
66.7
Telephone
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
13.1
13.0
14.1
14.2
17.9
20.9
18.6
16.8
 
:
:
:
:
:
13.7
18.5
Meet the Manager
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.5
0.2
0.1
0.0
0.0
0.0
0.1
0.0
 
:
:
:
:
:
0.2
0.0
Online Forums
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.0
0.0
0.0
0.0
0.9
0.8
0.6
0.5
 
:
:
:
:
:
0.0
0.7
Non-Franchised¹
Letter
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
10.0
9.6
9.7
6.9
5.6
5.0
6.4
5.1
 
:
:
:
:
:
9.1
5.6
Email/Webform
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
81.8
77.5
77.8
80.7
108.9
107.9
124.9
112.2
 
:
:
:
:
:
79.4
113.5
Telephone
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
7.1
10.7
11.6
11.8
2.9
3.5
3.4
3.2
 
:
:
:
:
:
10.4
3.3
Meet the Manager
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.8
0.2
0.2
0.1
0.0
0.0
0.0
0.0
 
:
:
:
:
:
0.3
0.0
Online Forums
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.0
2.0
0.7
0.0
0.0
0.0
0.0
0.0
 
:
:
:
:
:
0.9
0.0
National
Letter
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
25.1
24.4
22.2
19.7
16.1
15.8
11.6
11.1
 
:
:
:
:
:
22.7
13.5
Email/Webform
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
61.3
62.3
63.6
66.0
67.3
64.7
72.1
73.2
 
:
:
:
:
:
63.4
69.5
Telephone
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
13.0
13.0
14.1
14.2
16.9
19.7
17.7
16.2
 
:
:
:
:
:
13.6
17.6
Meet the Manager
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.5
0.2
0.1
0.0
0.0
0.0
0.1
0.0
 
:
:
:
:
:
0.2
0.0
Online Forums
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.0
0.0
0.0
0.0
0.9
0.8
0.6
0.5
 
:
:
:
:
:
0.0
0.7
                                       
Franchised type
Train operating company
Contact method
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
 
2010-11
2011-12
2012-13
2013-14
2014-15
2015-16
2016-17
Franchised
Arriva Trains Wales
Letter
58.6
58.4
64.0
59.4
49.9
35.1
20.3
47.6
57.8
51.3
52.2
49.6
52.5
49.5
45.1
50.8
46.5
45.4
41.8
41.5
39.6
46.2
42.7
41.8
36.3
46.2
36.0
35.5
 
60.5
38.9
52.4
49.0
43.7
43.0
39.7
Email/Webform
40.5
41.0
35.2
39.5
49.1
63.8
78.6
51.6
41.3
48.2
47.0
49.7
46.8
49.6
54.4
49.1
53.1
53.9
57.9
58.2
59.3
53.4
56.8
57.7
63.1
53.3
62.4
63.1
 
38.6
60.1
46.9
50.4
55.9
56.5
59.5
Telephone
0.9
0.6
0.8
1.1
1.0
1.1
1.1
0.8
0.9
0.5
0.8
0.8
0.8
0.9
0.5
0.1
0.4
0.7
0.2
0.3
1.0
0.5
0.4
0.5
0.6
0.4
1.5
1.4
 
0.9
1.0
0.7
0.6
0.4
0.5
0.8
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
c2c
Letter
65.8
57.3
65.8
67.1
61.7
69.1
61.8
66.8
32.0
27.5
23.6
29.1
26.6
19.9
18.5
22.7
20.9
14.0
12.0
5.6
9.3
10.3
6.8
3.3
5.7
3.2
1.9
2.5
 
63.9
64.9
28.2
21.7
12.5
6.4
3.2
Email/Webform
15.9
24.2
19.5
18.6
23.6
19.8
26.3
24.1
62.0
56.6
64.7
66.7
64.1
68.3
72.2
70.6
72.3
77.3
80.7
87.7
80.4
79.9
85.7
93.3
85.7
74.4
73.9
83.4
 
19.6
23.9
63.6
69.1
80.0
87.0
79.1

Franchised
c2c
Telephone
18.4
18.5
14.7
14.3
14.8
11.1
11.9
9.0
6.1
15.9
11.7
4.2
9.3
11.0
9.3
6.7
6.8
8.7
7.3
6.8
10.3
9.8
7.5
3.3
8.6
22.4
24.3
14.1
 
16.4
11.2
8.1
9.0
7.5
6.6
17.7
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.9
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.2
0.0
0.0
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Caledonian Sleeper
Letter
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
11.8
0.4
 
:
:
:
:
:
:
8.6
Email/Webform
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
58.6
71.2
 
:
:
:
:
:
:
62.1
Telephone
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
29.0
25.5
 
:
:
:
:
:
:
28.0
Meet the Manager
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.6
3.0
 
:
:
:
:
:
:
1.2
Online Forums
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.0
0.0
 
:
:
:
:
:
:
0.0
Chiltern Railways⁴
Letter
27.9
27.1
29.5
34.4
18.5
34.9
31.4
30.4
100.0
100.0
100.0
100.0
53.9
57.7
60.2
70.9
53.6
66.4
67.3
77.1
73.6
65.9
47.6
46.7
26.4
30.5
22.3
17.2
 
30.5
29.7
100.0
62.8
67.5
57.2
24.3
Email/Webform
71.1
71.7
68.8
64.5
80.0
64.2
68.2
69.1
0.0
0.0
0.0
0.0
46.1
42.3
39.8
29.1
45.7
31.7
31.2
21.8
25.1
32.0
51.0
52.1
69.6
67.2
75.2
79.5
 
68.3
69.6
0.0
37.2
31.2
41.4
72.8
Telephone
1.0
1.1
1.7
1.1
1.5
0.9
0.4
0.5
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.3
1.0
1.1
1.0
1.1
2.1
1.3
1.1
3.0
1.9
1.6
1.2
 
1.2
0.7
0.0
0.0
0.9
1.3
1.9
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.3
0.9
0.3
0.2
0.1
0.0
0.0
0.1
1.0
0.3
0.9
2.1
 
0.0
0.0
0.0
0.0
0.4
0.1
1.1
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
CrossCountry
Letter
80.8
76.4
75.7
82.5
81.6
82.7
83.4
83.8
39.6
43.6
37.5
67.6
42.1
42.6
42.6
39.9
34.1
30.4
27.8
26.0
31.8
28.2
25.4
26.5
18.3
22.1
19.1
21.0
 
78.8
82.8
46.6
41.7
29.4
27.7
20.2
Email/Webform
2.2
0.8
2.1
1.6
0.6
1.8
3.1
3.0
44.1
45.8
49.0
25.5
49.1
49.0
50.8
52.7
54.5
58.8
60.3
64.5
59.4
61.4
64.5
61.2
70.0
65.2
69.9
70.8
 
1.7
2.1
41.7
50.7
59.6
61.7
68.9
Telephone
17.0
22.7
22.2
15.9
17.8
15.5
13.5
13.2
16.4
10.7
13.5
6.9
8.8
8.4
6.6
7.4
11.4
10.8
11.9
9.5
8.9
10.5
10.2
12.4
11.6
12.7
10.9
8.2
 
19.6
15.1
11.7
7.6
11.0
10.5
10.9
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
East Midlands Trains
Letter
59.7
66.6
63.0
63.4
68.2
63.3
67.6
68.2
39.0
46.2
39.1
42.4
43.0
46.7
41.2
37.7
37.0
30.7
27.0
29.6
26.5
26.0
25.5
23.0
21.5
17.6
12.3
15.7
 
63.2
66.9
41.7
42.1
31.1
25.2
17.1
Email/Webform
36.8
29.1
33.6
33.8
27.7
32.7
29.2
28.3
36.4
46.1
54.8
53.1
51.9
46.9
51.0
55.5
51.9
57.0
59.0
58.0
59.5
55.5
59.1
65.7
61.0
63.1
60.8
66.9
 
33.4
29.5
47.4
51.3
56.5
60.1
63.0
Telephone
3.4
4.3
3.3
2.9
4.0
4.0
3.2
3.4
2.8
2.9
4.5
3.9
4.0
5.4
7.1
6.8
9.8
12.0
13.1
12.3
13.6
18.5
14.8
11.3
16.3
18.5
24.1
14.9
 
3.4
3.6
3.5
5.9
11.8
14.5
18.2
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
2.5
1.2
1.6
0.6
1.1
0.9
0.7
0.0
1.3
0.3
0.9
0.0
0.4
0.0
0.6
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
1.5
0.7
0.6
0.3
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
19.3
3.6
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
1.1
0.9
2.7
2.5
 
0.0
0.0
5.9
0.0
0.0
0.0
1.7
Govia Thameslink Railway²
Letter
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
21.7
22.3
17.3
13.4
5.1
4.9
4.4
3.9
 
:
:
:
:
:
18.5
4.5
Email/Webform
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
50.8
46.1
23.1
37.4
53.5
57.8
65.7
66.9
 
:
:
:
:
:
40.4
61.4
Telephone
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
26.2
30.8
59.6
49.2
41.4
37.3
30.0
29.2
 
:
:
:
:
:
40.6
34.0
Meet the Manager
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
1.3
0.8
0.0
0.0
0.0
0.0
0.0
0.0
 
:
:
:
:
:
0.5
0.0
Online Forums
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
:
:
:
:
:
0.0
0.0
Govia Thameslink Railway/First Capital Connect²
Letter
74.3
74.6
76.6
84.4
68.7
68.7
67.0
70.2
21.3
26.7
22.4
41.9
32.7
32.6
39.6
39.6
27.5
18.9
17.1
21.1
:
:
:
:
:
:
:
:
 
83.3
68.7
29.4
36.9
21.1
:
:
Email/Webform
7.0
6.1
5.6
2.8
14.0
16.6
21.2
21.0
69.2
63.6
69.3
52.0
59.7
59.0
54.2
56.6
66.0
72.4
76.5
72.5
:
:
:
:
:
:
:
:
 
0.2
18.5
62.4
57.1
72.1
:
:
Telephone
18.6
19.3
17.7
12.8
17.3
14.6
11.7
8.8
9.5
9.7
8.3
6.1
7.7
8.4
6.2
3.8
6.5
8.7
6.5
6.4
:
:
:
:
:
:
:
:
 
16.5
12.8
8.2
5.9
6.8
:
:
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
:
:
:
:
:
:
:
:
 
0.0
0.0
0.0
0.0
0.0
:
:
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
:
:
:
:
:
:
:
:
 
0.0
0.0
0.0
0.0
0.0
:
:
Great Western Railway
Letter
55.4
54.5
56.1
57.5
47.7
58.0
57.7
46.2
39.2
49.3
51.2
56.2
48.9
48.3
45.9
55.3
41.3
38.2
30.8
30.9
26.2
27.2
23.4
23.9
23.1
13.7
2.9
11.8
 
55.9
52.8
50.2
49.8
35.6
25.2
13.0
Email/Webform
31.1
32.4
32.4
30.4
39.9
29.5
30.5
42.8
49.1
37.7
37.5
34.1
38.2
39.9
43.7
34.5
44.4
50.6
56.5
56.6
60.2
61.1
64.0
64.1
57.9
37.4
59.5
68.1
 
31.6
35.3
38.6
39.0
51.7
62.4
56.8

Franchised
Great Western Railway
Telephone
13.4
13.1
11.5
12.1
12.4
12.6
11.8
11.0
11.7
13.0
11.2
9.7
12.9
11.9
10.5
10.1
14.3
11.2
12.7
12.5
13.6
11.7
12.6
12.0
19.0
48.9
37.5
20.1
 
12.4
11.9
11.3
11.2
12.7
12.4
30.1
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Greater Anglia³
Letter
94.5
96.6
97.1
97.2
71.5
80.3
86.8
87.8
42.9
40.0
35.7
38.2
39.2
38.5
35.6
38.2
43.1
45.8
41.4
37.5
35.5
36.2
35.8
34.5
40.3
39.4
22.3
16.0
 
81.5
83.5
39.1
37.8
42.1
35.5
28.0
Email/Webform
2.6
1.9
1.5
1.6
18.0
13.0
10.1
9.2
49.5
49.3
54.4
52.5
48.5
46.8
56.1
52.8
46.0
45.4
49.7
51.2
42.7
42.2
45.4
47.6
43.1
45.0
59.5
65.2
 
9.9
11.6
51.5
51.4
48.1
44.3
54.5
Telephone
2.9
1.5
1.4
1.2
10.5
6.7
3.0
3.0
7.6
10.7
9.9
9.3
12.2
14.6
8.3
9.0
10.9
8.7
8.9
11.3
21.8
21.6
18.9
17.9
16.6
15.6
18.2
18.8
 
8.6
4.9
9.3
10.8
9.8
20.1
17.5
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
London Midland⁴
Letter
50.1
56.7
57.6
60.5
89.0
86.7
88.1
91.5
100.0
100.0
100.0
100.0
100.0
95.1
33.1
33.4
36.1
35.8
35.1
35.7
36.5
37.8
32.7
29.2
36.8
33.4
32.7
34.8
 
57.0
88.9
100.0
73.7
35.6
33.6
34.3
Email/Webform
40.2
33.5
37.8
33.4
8.9
10.1
8.7
7.9
0.0
0.0
0.0
0.0
0.0
4.3
56.5
50.2
49.1
55.4
60.7
61.1
60.8
60.0
63.5
65.6
56.6
59.2
62.5
61.5
 
36.1
8.8
0.0
21.2
57.0
62.8
60.1
Telephone
9.7
9.8
4.6
6.1
2.1
3.2
3.2
0.6
0.0
0.0
0.0
0.0
0.0
0.6
10.3
16.3
14.8
8.7
4.3
3.2
2.8
2.3
3.8
5.2
6.6
7.5
4.8
3.8
 
6.9
2.3
0.0
5.1
7.4
3.6
5.6
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
London Overground
Letter
67.5
60.0
55.3
54.7
54.9
52.6
60.9
58.2
18.4
23.7
25.0
15.8
16.6
19.6
15.4
16.6
16.6
16.8
14.8
14.8
9.8
8.5
11.1
8.4
8.5
8.3
9.8
12.7
 
58.4
56.7
20.1
17.0
15.7
9.4
9.5
Email/Webform
26.6
29.4
29.4
30.6
28.7
30.5
19.4
23.0
38.9
57.7
56.9
48.4
52.9
62.2
70.9
68.3
68.2
66.8
69.3
76.3
82.4
84.8
81.5
85.1
80.4
81.4
76.9
62.8
 
29.2
25.4
49.7
63.9
70.2
83.6
76.8
Telephone
5.9
10.5
15.3
14.7
16.4
16.9
19.7
18.8
14.1
13.1
17.9
13.3
13.4
16.8
13.2
15.0
15.1
16.2
15.9
8.9
7.8
6.6
7.3
6.4
10.9
10.3
13.2
24.0
 
12.4
18.0
14.4
14.5
14.0
6.9
13.6
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
28.5
5.5
0.2
22.6
16.9
1.4
0.4
0.1
0.2
0.2
0.0
0.0
0.0
0.1
0.1
0.1
0.2
0.0
0.0
0.0
 
0.0
0.0
15.8
4.6
0.1
0.1
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.1
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.1
0.4
 
0.0
0.0
0.0
0.0
0.0
0.0
0.1
Merseyrail
Letter
32.7
42.9
46.1
38.9
36.4
42.2
53.5
59.7
32.7
29.8
24.7
20.9
24.3
22.6
23.3
23.9
19.3
19.4
19.6
16.0
17.3
16.2
15.7
19.3
52.2
57.5
46.7
27.8
 
40.2
50.2
26.5
23.5
18.6
17.1
45.2
Email/Webform
11.9
19.8
18.6
17.3
17.3
14.2
14.2
9.7
35.9
45.6
45.0
50.6
45.3
49.6
53.5
59.2
58.4
61.4
57.9
60.7
56.4
58.5
55.0
56.8
34.3
36.9
49.6
70.7
 
17.0
13.2
44.8
51.8
59.6
56.6
48.9
Telephone
55.4
37.3
35.4
43.8
46.3
43.7
32.3
30.7
31.3
24.1
30.3
28.5
30.5
27.7
23.2
17.0
22.3
19.2
22.5
23.2
26.3
25.3
29.3
23.9
13.5
5.6
3.7
1.5
 
42.8
36.6
28.6
24.7
21.8
26.3
5.9
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.1
0.5
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.1
0.0
0.0
0.0
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Northern
Letter
35.3
44.1
46.7
49.7
46.2
41.9
51.3
50.0
43.5
47.4
39.8
39.6
42.8
39.4
36.1
34.5
35.1
30.6
31.3
30.4
27.6
26.7
20.3
20.0
17.0
15.0
22.2
22.1
 
44.7
47.6
42.4
37.7
31.8
23.0
19.8
Email/Webform
41.1
35.5
33.2
33.7
33.0
35.5
26.5
32.6
42.0
39.6
48.4
48.0
48.1
51.6
54.3
55.7
54.0
56.4
57.0
57.0
57.8
61.3
66.6
67.8
70.4
76.3
71.8
67.7
 
35.4
31.7
44.9
52.9
56.2
64.2
71.2
Telephone
23.6
20.4
20.1
16.6
20.7
22.7
22.2
17.4
14.0
12.3
10.4
10.5
9.1
8.7
9.3
9.6
8.6
12.9
7.5
10.3
12.7
9.6
12.2
12.0
12.6
8.7
5.9
10.2
 
19.9
20.8
11.6
9.2
9.6
11.6
9.0
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.5
0.7
1.4
1.9
0.0
0.4
0.2
0.2
2.2
0.1
3.1
2.2
1.9
2.4
0.9
0.2
0.0
0.0
0.0
0.0
 
0.0
0.0
1.2
0.2
2.0
1.2
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
1.2
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.4
0.0
0.0
ScotRail
Letter
80.5
71.6
71.0
61.0
69.5
67.3
70.7
68.4
28.2
28.0
33.9
32.9
37.3
37.5
32.6
23.6
25.1
22.5
23.9
28.3
8.4
8.3
4.7
6.1
5.4
5.9
2.7
4.0
 
68.1
69.0
31.0
33.2
25.0
6.6
4.4
Email/Webform
1.1
9.3
11.1
28.2
14.5
15.7
11.8
16.4
53.1
54.8
51.5
53.3
45.9
48.3
52.0
59.4
52.6
55.0
61.4
56.7
69.0
65.5
76.9
75.1
70.2
64.5
69.7
69.0
 
16.9
14.5
53.1
51.1
56.9
72.5
68.3
Telephone
18.4
19.1
17.9
10.7
16.0
17.0
17.5
15.2
18.7
17.2
14.7
13.8
16.8
14.2
15.4
17.0
22.3
22.5
14.7
15.1
22.6
26.2
18.3
18.8
24.5
29.6
27.6
27.0
 
14.9
16.4
15.9
15.7
18.1
20.9
27.2
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
South West Trains
Letter
43.4
46.3
55.5
49.4
54.3
44.9
63.9
56.5
40.7
38.3
33.1
37.0
37.1
28.9
33.7
36.0
33.6
30.8
27.6
22.7
17.8
21.0
15.6
22.1
14.2
22.5
11.8
12.9
 
49.1
55.2
36.6
34.4
27.8
19.2
15.6
Email/Webform
42.0
40.5
33.6
41.5
40.3
47.5
29.3
37.7
52.9
54.4
62.8
59.2
57.2
64.6
61.4
60.8
62.9
65.1
68.5
74.8
75.3
75.6
80.1
73.2
76.8
70.6
77.8
73.5
 
39.1
38.6
58.5
61.1
68.8
76.0
74.6

Franchised
South West Trains
Telephone
14.6
13.2
10.9
9.1
5.4
7.5
6.8
5.7
6.3
7.3
4.0
3.8
5.7
6.5
4.9
3.2
3.5
4.1
3.9
2.5
2.7
2.9
3.7
4.7
8.6
6.9
9.9
13.3
 
11.7
6.3
4.9
4.5
3.4
3.5
9.5
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.1
0.0
0.0
0.0
4.3
0.0
0.0
0.0
0.4
0.0
0.5
0.2
 
0.0
0.0
0.0
0.0
0.0
1.0
0.3
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.4
0.7
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.3
0.0
Southeastern
Letter
70.2
71.0
80.3
68.7
60.0
73.2
75.7
78.5
33.5
30.9
25.6
25.7
25.0
24.4
19.8
21.1
24.6
23.0
23.6
16.7
19.6
17.0
18.1
13.1
12.8
10.7
9.5
8.7
 
72.5
72.1
28.5
21.9
21.1
16.3
10.1
Email/Webform
25.6
24.8
17.0
27.5
30.2
18.0
17.1
14.7
52.6
52.8
61.0
61.4
58.0
61.4
69.1
66.0
59.2
60.1
61.2
70.4
63.8
60.5
49.0
60.2
52.4
59.8
66.1
63.2
 
23.8
19.8
57.5
64.9
64.1
57.8
61.3
Telephone
4.2
4.3
2.7
3.8
9.8
8.8
7.1
6.8
13.9
16.2
13.4
12.7
16.9
14.1
10.9
12.9
16.2
16.7
15.1
12.8
16.5
22.3
32.9
26.7
34.8
29.5
24.5
28.1
 
3.7
8.1
13.9
13.1
14.7
25.8
28.6
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.1
0.0
0.1
0.1
0.1
0.2
0.1
0.0
0.1
0.1
0.1
0.1
0.2
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.1
0.1
0.1
0.1
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Southern²
Letter
80.4
65.2
27.1
28.4
25.6
32.4
27.4
0.9
22.4
24.0
25.2
23.8
23.4
21.1
19.0
22.2
23.4
21.2
17.6
20.9
:
:
:
:
:
:
:
:
 
41.3
25.7
23.4
21.3
20.6
:
:
Email/Webform
10.1
15.7
4.7
21.8
15.0
3.4
9.4
19.2
10.8
13.8
15.9
14.4
12.1
24.3
30.3
30.1
21.4
16.2
12.2
25.8
:
:
:
:
:
:
:
:
 
15.7
13.2
13.0
25.9
18.6
:
:
Telephone
9.5
19.1
68.3
49.8
59.4
64.2
63.2
79.9
65.4
59.8
55.8
59.8
60.5
53.6
49.5
47.4
54.9
61.8
70.0
52.8
:
:
:
:
:
:
:
:
 
43.1
61.1
61.6
51.6
60.3
:
:
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
1.4
2.5
3.1
2.0
4.1
1.0
1.1
0.3
0.3
0.8
0.2
0.5
:
:
:
:
:
:
:
:
 
0.0
0.0
2.0
1.3
0.4
:
:
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
:
:
:
:
:
:
:
:
 
0.0
0.0
0.0
0.0
0.0
:
:
TfL Rail³ (r)
Letter
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
3.8
2.4
1.3
1.3
3.2
4.7
17.0
 
:
:
:
:
:
2.5
6.7
Email/Webform
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
74.0
82.4
84.2
81.9
78.6
80.2
66.0
 
:
:
:
:
:
79.8
76.7
Telephone
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
22.2
15.2
14.5
16.7
18.2
15.1
17.0
 
:
:
:
:
:
17.7
16.6
Meet the Manager
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
:
:
:
:
:
0.0
0.0
Online Forums
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
:
:
:
:
:
0.0
0.0
TransPennine Express
Letter
57.4
52.1
43.6
54.2
62.1
56.9
61.2
59.6
50.6
55.9
45.8
43.1
41.5
44.5
39.2
34.6
28.0
29.3
29.2
31.5
28.4
28.0
26.8
27.6
23.2
14.4
15.1
4.1
 
51.2
60.0
48.4
40.2
29.0
27.6
12.4
Email/Webform
30.1
34.1
47.3
36.1
27.6
30.1
28.3
31.7
37.8
34.3
43.0
46.9
45.0
43.3
51.7
51.6
54.8
57.5
58.8
56.7
58.9
60.7
62.7
61.0
58.5
50.4
56.2
82.4
 
38.0
29.5
41.0
47.9
57.5
61.0
66.9
Telephone
12.5
13.8
9.1
9.7
10.2
13.0
10.4
8.7
11.5
9.8
11.2
10.0
13.5
12.2
9.2
13.8
17.2
13.2
12.0
11.8
12.7
11.3
10.4
11.4
18.2
35.3
28.7
13.5
 
10.8
10.5
10.6
11.9
13.5
11.4
20.7
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Virgin Trains East Coast
Letter
74.4
85.0
90.2
93.1
95.5
87.6
80.9
83.0
45.7
42.8
27.0
35.7
31.6
32.8
33.4
34.2
25.6
24.1
20.2
18.7
14.5
17.0
16.6
11.8
8.7
7.4
3.4
2.2
 
87.8
85.9
39.5
42.1
21.9
14.8
5.7
Email/Webform
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
37.2
39.9
50.3
44.5
52.6
53.6
57.9
57.7
63.3
65.7
70.2
71.6
73.6
71.4
70.3
75.1
78.0
66.6
86.2
90.0
 
0.0
0.0
41.7
51.3
68.0
72.7
81.0
Telephone
25.6
15.0
9.8
6.9
4.5
12.4
19.1
17.0
17.2
17.3
22.7
19.8
15.8
13.6
8.7
8.1
11.0
10.2
9.7
9.7
11.9
11.7
13.1
13.1
13.3
26.0
10.5
7.8
 
12.2
14.1
18.7
5.9
10.1
12.5
13.3
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.7
0.0
0.0
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Virgin Trains West Coast
Letter
50.5
51.2
60.7
44.7
50.3
61.6
53.4
59.8
39.2
50.2
48.4
51.8
53.4
37.0
34.0
30.8
27.6
26.2
21.7
15.5
14.4
10.1
9.0
9.6
6.7
4.6
5.6
5.4
 
52.6
56.5
47.7
40.8
23.0
10.9
5.6
Email/Webform
20.4
24.4
16.3
24.4
26.9
19.5
30.6
28.1
50.4
45.0
46.4
42.5
41.6
51.9
56.0
54.6
53.1
54.6
69.6
69.7
73.3
79.6
81.3
83.2
80.3
81.3
79.1
87.5
 
20.8
26.3
46.0
49.7
61.5
79.1
82.2
Telephone
29.1
24.4
23.0
30.9
22.8
18.8
16.0
12.1
10.5
4.8
5.2
5.7
4.9
11.1
10.0
14.6
19.3
19.2
8.7
14.8
12.3
10.4
9.7
7.1
6.2
7.0
9.5
3.4
 
26.6
17.3
6.4
9.5
15.5
10.0
6.4
Meet the Manager
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Online Forums
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
6.8
7.1
5.9
3.8
 
0.0
0.0
0.0
0.0
0.0
0.0
5.8
Non-franchised
Grand Central
Letter
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
8.5
8.1
11.3
4.9
7.6
6.3
7.0
6.2
 
:
:
:
:
:
8.4
6.7
Email/Webform
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
84.5
78.9
76.0
81.1
73.0
83.3
77.9
75.6
 
:
:
:
:
:
80.1
78.9

Non-franchised
Grand Central
Telephone
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
7.1
13.0
12.7
14.1
19.4
10.4
15.1
18.3
 
:
:
:
:
:
11.5
14.3
Meet the Manager
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
:
:
:
:
:
0.0
0.0
Online Forums
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
 
:
:
:
:
:
0.0
0.0
Heathrow Express
Letter
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.9
0.3
1.1
1.8
 
:
:
:
:
:
:
1.0
Email/Webform
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
98.5
98.8
98.4
97.6
 
:
:
:
:
:
:
98.4
Telephone
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.6
0.9
0.5
0.5
 
:
:
:
:
:
:
0.6
Meet the Manager
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.0
0.0
0.0
0.0
 
:
:
:
:
:
:
0.0
Online Forums
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
0.0
0.0
0.0
0.0
 
:
:
:
:
:
:
0.0
Hull Trains
Letter
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
16.7
12.8
7.0
10.0
27.5
12.4
12.6
9.6
 
:
:
:
:
:
10.5
15.9
Email/Webform
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
70.2
74.5
80.8
80.2
69.8
85.6
82.6
85.7
 
:
:
:
:
:
77.8
80.8
Telephone
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
7.2
5.5
9.8
8.2
1.7
1.8
3.6
3.0
 
:
:
:
:
:
8.0
2.4
Meet the Manager
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
4.4
0.6
0.6
0.4
0.3
0.0
0.0
1.3
 
:
:
:
:
:
1.1
0.3
Online Forums
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
1.5
6.6
1.8
1.2
0.6
0.1
1.2
0.3
 
:
:
:
:
:
2.7
0.5
Source:
Train Operating Companies (TOCs)
 
Symbols:
(:)           Data not available or Operator not in service
(r)          Data revised
(p)          Data are provisional
Notes:
1.     This is currently based on two non-franchised train operating companies (Grand Central and Hull Trains)
2.     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).
3.     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.
4.     From 2012-13 Q1 onwards, no information relating to complaints other than those received by letter was submitted by Chiltern and London Midland. Chiltern supplied data with additional categories from 2013-14 Q1; London Midland supplied data with additional categories from 2013-14 Q3. Therefore the data from these TOCs in these periods should be treated with caution.
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 by contact method these statistics are now (from 2016-17 Q1) calculated from complaint correspondence data (i.e. each communication is counted only once). For previous years complaint category data was used, which counted every topic within a complaint separately. This skewed the data by those contact methods more likely to include multiple complaint categories. 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: