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MAKING A COMPLAINT
We all suffer delays and frustration if a train is delayed or service is poor in some way. Sometimes the blame lies with Southern, such as a train failure or a locked toilet, sometimes the blame lies with Network Rail, such as track problems or the wrong type of snow! Road users are also to blame sometimes for crashing into level crossings or bridges. Sometimes it's the individual employee who responds to a polite request with an 'I don't care' attitude or seems to take pleasure in inconveniencing you.
But remember as a rail passenger you should remain calm and never abuse a rail employee. Sure it's someone's fault. But invariably it's not the ticket collector or the guard; they are just doing their job.
If you do have a problem with a Southern train service or an employee, this is what you should do. It's a simple three stage process.
- Collect as many details as possible of the specific incident i.e. place, time, name.
- Contact Southern Customer services and be polite. Southern should respond to you within 10 working days.
- If you are unhappy with their response, copy your complaint and response to WSRUA and Passenger Focus.
