Our focus is on you and helping you to travel well, beyond expectations. We value your feedback, both positive and negative, so please do get in touch using any of the methods shown in the ‘how to contact us’ section, we would like to hear from you.
Following your journey, we may contact you to check how it went and if there was anything we could have done differently or in a better way.
Where you do experience an issue with any element of our service provision, we will always try to resolve it as soon as possible; be it by one of our Customer Experience Ambassadors on our trains; our online support teams  our Customer Relations team.
The feedback that you provide is taken very seriously, so sometimes we may need a little more time to investigate or consider matters fully.  We will provide an explanation as to the reasons behind any failing that we identify once we have investigated. We aim to achieve this within 20 working days, if not sooner, and we will keep you informed of progress if it takes longer than this to investigate.  Our specific Complaints Handling Procedure can be found here.
All the feedback we receive is recorded, reviewed and reported to our Managing Director and the Senior Management team. It is then summarised and presented monthly to our Company Board Directors who assess trends and inform our business strategy as a result.