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Our complaints handling procedure

Our commitment to you

If you would like to make a comment, complaint, write to us or phone us for information, we will ensure that our response is correct and easy to understand.

A complaint is described as 'any expression of dissatisfaction by a customer or potential customer about service delivery or about company or industry policy.'

We will ensure that our complaints handling procedure:

  • is easily accessible and well publicised
  • is simple to understand and use
  • provides a response within published targets
  • is respectful of customers' desire for confidentiality
  • addresses all the points raised and provides an effective response and appropriate redress
  • is regularly monitored and audited to ensure it is effective and to allow improvements to be made
  • provides information to management so that services can be improved
  • complements our Passenger's Charter commitments

Achieving these aims

If a complaint is received about the service we provide, we will ensure that our staff can help and in many situations resolve it there and then.

We will always encourage our frontline staff to try to resolve problems. If they are unable to do so the respective supervisor or manager should be able to help and provide an immediate response or solution.

How to contact us

Talking to us

Our Customer Relations team can be contacted easily. We will ensure that we provide a poster in every coach in every train which provides address and telephone details for sending customer comments and complaints.

lnformation on how to contact us along with the contact details for Transport Focus can be found below and in our Passenger's Charter and timetables.

If you require a claim/comments form these can be obtained from our train staff or from stations we stop at. 'Passenger Charter' leaflets are available at stations we stop at or on the internet at

We can also provide literature in audio and large print on request.

When corresponding with our customers we will make a provision for customers whose first language is not English. Customers can contact us using their preferred language and we will, through the services of a translation agency, respond to the correspondence in the same language. This can however take longer than the timescales we normally set ourselves, although we will endeavour to respond as quickly as possible.


By telephone

Comments can be made by calling 03447 369123. Customer Relations staff are available: 08.30 - 20.00 Monday to Friday and 09.00 - 16.00 Saturday (excluding Christmas Day and Boxing Day).

By fax

0121 200 6005

By post

Postal comments can be sent to:

CrossCountry Customer Relations
Cannon House
18 The Priory Queensway
B4 6BS

Comments can be made by letter or by using one of the comment/claim forms available at stations we stop at or from on-train staff.

Response Times


All e-mails will be automatically acknowledged within 24 hours. Our aim is to respond within 10 working days of receipt.

Written correspondence

Our aim is to respond within 15 working days of receipt of a written complaint, whether it is a written letter or pre printed form.

If further investigation is required a further holding letter will be sent. We will aim to finalise more complicated issues within 20 days.

95% of all correspondence received will be responded to within 20 days.

Telephone calls

We aim to answer 95% of incoming telephone calls within 90 seconds. If we cannot immediately resolve the complaint at the time of the call we aim to respond in the same timescales as for written correspondence shown above.

We will use reasonable endeavours to keep to our promised response rates even when there is an unexpected sudden increase in the volume of complaints received. Under exceptional circumstances during times of disruption we may seek to ease this target. Both the Office of Rail and Road (ORR) and Transport Focus will be notitied of changes.

Claims relating to other operators

Any complaint or claim referring to another operator's services, Network Rail or other agencies, will be acknowledged and forwarded within 2 days of receipt.

Confidentiality and data protection

We will store and use any personal data which you provide to us when making a complaint for the specific purpose of investigating your complaint and to contact you regarding such investigation or to request further information or confirmation regarding the complaint in question. At all times such use and storage will be in accordance with the Data Protection Act 1998 and any other relevant legislation from time to time.

We will not disclose your personal information to third parties unless:

  • we have your consent to do so; and/or
  • we are permitted to do so in accordance with the Data Protection Act 1998 or are otherwise permitted or required to do so by law;

Full and fair investigation

We aim to satisfy complaints with our first response and provide frank and honest responses to any concerns raised.

If you are unhappy with our first response and you contact us again, your complaint will be reviewed and responded to by a manager. This second response will include the name and position of the manager and also explain the role of Transport Focus. After this second response if you continue to remain unhappy with our response to your complaint you should contact Transport Focus.

Transport Focus

Transport Focus is the independent body set up by Parliament to protect rail users' interests.

Contact details for Transport Focus can be found at the end of this page.

If Transport Focus take up a claim on a customers behalf this will be dealt with by the Customer Relations Manager. Should Transport Focus still not be satisfied with the response the Customer Services Director will be asked to intervene. The Customer Service Directors decision will be final. Transport Focus will be kept informed throughout the appeal. We would expect to deal with such appeals within seven days.

There are occasions where a customer feels so aggrieved with a particular experience that they feel the need to speak to a Senior Manager or Managing Director. Whilst we will always endeavour to consider these requests, we would ask our customers to contact our Customer Relations team in the first instance in order for their complaint to be dealt with in a consistent manner.

Additionally our Customer Relations team is best placed to log a complaint, record the customers experience and offer a resolution. Our Senior Managers are kept up to date with customer correspondence and will take appropriate action where necessary to improve our services as a result of complaints received.

We expect our customers to maintain a level of courtesy and politeness whilst we are given the opportunity to resolve their complaint. We do not expect our staff to tolerate verbal abuse or threats or any other manner of intimidating behaviour from customers. Should instances of this nature occur, our staff have our full support in terminating a call, or written correspondence.

If in the unlikely event that this escalates to a situation where we are receiving abusive or threatening calls and letters from a specific person we will take appropriate action and notify the British Transport Police and our solicitors. We have a duty to ensure the welfare of all our employees, and are grateful for our customers' cooperation with this policy.

We reserve the right to terminate any correspondence or communication that we believe to be unreasonable, aggressive or abusive, and which specifically diverts resources.

We will fully consult with the Office of Rail and Road (ORR) and Transport Focus before we terminate any correspondence and we will advise customers in writing of the reasons behind the decision. This process is in line with Annex A of the February 2005 rail industry guidelines.

Quality of response

Whenever possible, a complaint will be handled by one member of the Customer Relations team from receipt to reply and it will address the points you raise. All complaints will be fully and fairly investigated. We will make reasonable endeavours to address all issues raised.

We will offer compensation when appropriate in the form of National Rail Travel Vouchers for payment or part payment of a future journey, or a cash alternative (cheque), or a complimentary ticket(s) for a future journey, as explained in our Passenger Charter and in line with the National Conditions of Carriage.

See our Passenger Charter. Copies are also available staffed stations that we stop at or on request from Customer Relations.

We undertake regular surveys and internal audits of a sample of our replies to customers in order to measure customer satisfaction with the way our customer relations team has performed and to ensure they meet our quality targets. We use this information to improve the team's performance. We regularly monitor the level of customers who are unhappy about the way their complaint has been handled and contact us again.

We will endeavour to identify reasons why customers are unhappy with the way their complaint has been handled and seek to improve our process.

If a complaint refers to more than one train operator we will agree with that train operator which company will respond to complainants and we will inform them as to which company is taking the lead in replying to their concerns.

We will pass on any complaints wholly regarding another train operator, and we will tell you which train operator is to reply to your comment and how to contact them should you not receive it.

This is compliant with Annex B of the February 2005 rail industry guidelines.

Interface with insurance claim publicity and procedures

If you wish to make a claim for losses, property damage or personal injury this should be made in writing or e-mail to Customer Relations who will ensure it is forwarded to our Claims Handler. The rail industry has an arrangement called the Claims Allocation and Handling Agreement (CAHA). Under this agreement, compensation should be dealt with by the companies for their own customers. If some or all responsibility is allocated to another party, the insurance companies balance the payments behind the scenes. Claims will be dealt with in accordance with this agreement.

Reviewing our Complaints Procedure

Our complaints handling procedure is reviewed annually, and this is carried out in consultation with the Office of Rail and Road (ORR) and Transport Focus.

Transport Focus

If you are still not satisfied by the response given by us you may contact the following organisation;

Transport Focus
PO Box 5594
Southend on Sea

Telephone: 0300 123 2350
Fax: 0845 850 1392
Textphone: 0845 850 1354


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