Railways: Complaints

Department for Transport written question – answered on 28th October 2015.

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Photo of Jonathan Reynolds Jonathan Reynolds Shadow Minister (Transport)

To ask the Secretary of State for Transport, how many complaints by passengers were received by Network Rail in (a) 2010, (b) 2011, (c) 2012, (d) 2013, (e) 2014 and (f) 2015.

Photo of Claire Perry Claire Perry Parliamentary Under-Secretary (Department for Transport)

Network Rail was reclassified as an arm’s-length public sector body on 1 September 2014 and the collation of statistics of annual complaints received remains an operational matter for the company.

Network Rail advises that its customer relationship management system focusses on providing solutions to a range of customer service requests, the majority of which are received from line-side residents rather than passengers. Network Rail’s system does not focus specifically on logging the annual number of passenger complaints.

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