Complaints handling procedure

We’re transforming the rail network across Wales and the Borders as part of our plans for a modern, multimodal integrated transport network.

We know we sometimes get things wrong and we want to hear from you if you’re not satisfied with any aspect of our services. This helps us to put things right and do better in the future.

We define a complaint as “any expression of dissatisfaction by a customer or potential customer about service delivery or company or industry policy”.

Our complaints handling procedure is subject to approval by the Office of Rail and Road (ORR) in accordance with Section 6 of our GB Passenger SNRP and Station Licence. In accordance with this licence condition, we will consult with Transport Focus annually on the procedure and any changes we make to it.

Complaints Handling Procedure | Open as PDF