10.4. Writing Enhancement

If you're unhappy about the service you have received when travelling by train, you can make a complaint. Find out who to contact, what your complaint should say and what to do if you are not happy with the response. You can use a template letter given below.

MAKING A COMPLAINT ABOUT RAIL SERVICES

Who to complain to

Contact the train company concerned for complaints about tickets and train travel, including:

• being sold the wrong ticket for your journey

• delayed or cancelled trains

• the availability of information at stations or on trains

• overcrowding on a train service

• a penalty fare you have received and want to appeal

• the conduct of staff on the train or at a station

• accessing the train or station and any help you did or didn’t receive

• late notification of changes to a rail service because of engineering works

How to make a complaint

It's best to make a complaint at the time of the problem by contacting a member of staff at the station or on the train. If you can't complain at the time, you should make a complaint in writing within 28 days of the problem.

What to say in your complaint

Your letter should give the reason for your complaint and a description of what happened. Include as much information as possible, like:

• the date and time of your journey and which stations you used

• how many people travelled with you

• anything you have already done to resolve the problem

• an explanation of the action you would like the company to take

If your complaint is about information given by a customer service helpline or the National Rail Enquiry Service, include:

• the date and time of your telephone call

• the full number of the phone you called them from

Along with the letter, you should send any:

• original tickets

• receipts, or a proof of purchase or reference number

Take a copy of everything you send and ask the Post Office for proof that the letter has been received. If you don't get a reply within ten working days, call the organisation involved to check they received your letter.

Template letter

[Your full name]

[Your full postal address]

[Your telephone number(s)]

[Your e-mail address]

[The manager’s name/The Manager]

[Train/service operator name]

[Train / service operator address]

[Train / service operator postcode]

[08 марта 2017

Dear [Manager’s name or Sir/Madam]

Delay complaint

I was travelling from ________ to _________ on [date] at [time].

The train was delayed at [station name/before it reached station/on the way to place] and the overall delay to my journey was ___ hour(s) ___ minutes.

Staff said the delay was due to: _______________________________

The delay had the following consequences on my journey/day/holiday:

_______________________________________________________

There are other aspects to my complaint which on top of the delay made this journey unacceptable. These are: (list the faults, for example)

1. Overcrowding

2. No heating

I would like to be compensated for this poor level of service. I will/will not be able to use travel vouchers in the next twelve months.

Please respond to my complaint within seven working days.

Yours sincerely

[Your signature]

[Yout name here]

Travel tickets enclosed.