We appreciate that sometimes things go wrong, or you are unhappy with the service you have received. We aim to make it simple for you to contact us, and we strive to resolve your concerns quickly and effectively.
Our contact details, including a simple form you can use to make a complaint or enquiry, is available on our website.
In 2022/23, our Customer Relations team received 4,667 complaints, and closed 4,780 complaints.
On average, complaints were closed in 4.9 working days. 99.98% of complaints were addressed within our target response time of 20 working days.
The main categories of complaint received in 2022/23 were:
Performance: 802 complaints received in 2022/23
Ticketing and refunds policy: 715 complaints received in 2022/23
Smartcards: 574 complaints received in 2022/23
Online ticket buying: 572 complaints received in 2022/23
Ticket Machine ticket buying: 422 complaints received in 2022/23
We made a number of changes to address some of the issues that were most-complained about. This included:
- Improvements were made in customer communication on social media and we made a pledge to provide easier access to information on our website. Internally, we launched a live information feed during disruption to provide more accurate live travel information and are working to deliver up to date engineering information.
- Improvements to our Smartcard system and retailing system, the most notable of which is the launch of Kids for £2, Boundary Zones and Inboundary Travelcard Seasons on Smart. We have also further increased information online, FAQs, and catered marketing emails to customers.
- Many updates have been released to the c2c App over the last year to improve its reliability. Further, Biometric authentication, changes to “My Account”, and information on ticket types were made and added to improve user experience and provide easily accessible information.
- Following extensive customer research along with taking onboard staff feedback, we have implemented some changes to our TVM’s across the route to help improve the experience of our customers when purchasing a ticket. For example, one change is that our Home screens now prioritise key features based on usage and we have reduced the number of ‘Quick Buy’ tickets from 9 to 6, to reduce ‘information overload’.