We will thoroughly investigate all the complaints we receive. This will make sure that our response is fair. A full explanation and an apology (where appropriate) will be in our reply. We will answer every issue raised in a complaint in this way.
If we don't deal with your complaint fairly, you will be dissatisfied and complain again.
This procedure, and the commitments made in it, are regularly monitored and audited. We use all the information about complaints to help us make decisions about how we should make changes to our services and improvements to our stations and trains.
We produce internal reports every four weeks which help inform our Directors and other managers so as to better understand the views of our passengers. Separate reports, containing the same information, are given every four weeks to the Department for Transport, Transport Focus and London TravelWatch. These reports also confirm that we are maintaining the promises made in our Passenger’s Charter.
In addition to reports, a random selection of comments are also audited by senior management every four weeks. All of our auditing and monitoring procedures are regularly reviewed.
This Complaints Handling Procedure will be reviewed at least once a year, or more frequently if changes are needed, and will continue to be discussed with Transport Focus, London TravelWatch and the Department for Transport. Our sources are:
Department for Transport - Guidance on Complaints Handling Procedures (February 2005)
London Midland Passenger's Charter - sections 10 & 11 (November 2007)
We aim to reply in full within 10 working days. If we are unable to do this for any reason, we will acknowledge your complaint instead and keep you updated on progress until the case is resolved.
You and your feedback are very important to us. Your feedback will help us to make changes that can develop and grow our business. When you wish to make a complaint, it is very important that you feel you that you can do so safely and be responded to politely, with a promise of action or compensation when this is appropriate. Where we have got it wrong, we will accept responsibility and say we are sorry.
You may make your complaint in different ways.
In person - you can talk to any member of front-line staff. You can also talk to the local Manager, but you may have to make an appointment to do this as they are in charge of more than one station.
In writing - you may make your complaint in writing in several ways:
By telephone - you can speak to a member of the Customer Relations Team, every day except Christmas Day. Our offices are open between 0700 – 1900 Monday – Friday and 0800 – 1600 on Saturdays, Sundays and the other Bank holidays. We are closed boxing day.
By textphone - you can contact us using a special textphone number during the times shown above.
If you are not happy with the way we have answered your complaint, our experience tells us that you will probably complain to us again about the same thing.
We will review your complaint and write to you again. With this letter/email, we will also include details of Transport Focus or London TravelWatch. If you are still unhappy, you can continue to correspond with us, or write to them with details of your complaint and, if appropriate, they will take up your complaint on your behalf.
The addresses of Transport Focus and London TravelWatch are available on request from London Midland Ticket Offices and our Customer Relations team. They are on posters at every station, in our Passenger’s Charter and on our website.
All train companies follow the same principles when dealing with complaints referring to more than one company. To save you any trouble, we will work together with the other companies to provide you with one response and will tell you who is leading that response.
If the complaint refers in part to another transport provider (for instance a bus or aviation operator), we will explain this in our reply and give you the correct address to complain to. If you ask us to do so, we will forward your complaint to them directly.
If the complaint refers to another non-transport organisation, we will explain this in our reply and endeavour to provide you with the correct address to complain to.
By telephone - our Customer Relations team are trained to remain polite at all times. If you use abusive language or tone, they may put the receiver down after telling you that this is what they will do.
In person - if you use abusive language or behaviour to a member of our staff, they may walk away, or seek assistance from another member of staff. In extreme circumstances the Police may be called. In these circumstances, it is unlikely that your complaint will be taken seriously.
By letter, fax or our website - if a complaint contains abusive language or is aggressive in tone, we will reply, but will advise you in our response that this is unacceptable. We will also terminate correspondence if it is ‘frivolous’ or ‘vexatious’ as defined below.
Frivolous – paltry, trifling; lacking seriousness, silly, not serious or sensible in content.
Vexatious – annoying. Not having sufficient grounds for action and seeking only to annoy.
Under these circumstances, we will only terminate correspondence about a specific complaint where it is clear that, despite our best efforts, we are unlikely to satisfy you. The decision to terminate correspondence will only be made by a senior manager after ensuring the involvement of Transport Focus or London TravelWatch.
We will always tell you when we are about to terminate a complaint, and the reason why we are taking this action.
In all our major publications, such as our pocket timetables and our Passenger's Charter
If we share a station or a train with another train company we will:
We will also make sure our on train staff carry information cards with our contact details on with them at all times.
Our contact details are:
London Midland Customer Relations, PO box 4323, B2 4JB
telephone: 0121 634 2040
fax: 0121 654 1234
textphone: 0845 707 8051
Your personal information will not be given to any other organisation, with the exception of the parties listed below and only if appropriate to do so: