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Complaints handling


This graph shows how the train operator handled complaints, and satisfaction with complaints handling. It covers complaints made per 100,000 journeys, and response to those complaints within 20 working days. It also shows the type of complaints each train operator is receiving. Data is also shown for satisfaction with the complaints handling. *'All franchised operators' excludes open access operators (Grand Central, Hull Trains, and Heathrow Express).

Detailed figures on passenger rail service complaints can be found on our passenger rail service complaints page