§ Mr. RogersTo ask the Secretary of State for Transport what was the average cost of dealing with a railway passenger's complaint under the former system in the last year in which it operated; and what procedures are now in place to deal with complaints. [7966]
§ Mr. WattsThe information requested on the average cost of dealing with railway passenger complaints is not available.
All train operators have in place a complaints handling procedure which has been approved by the Rail Regulator and conforms to the guidelines issued by him. The procedures, among other matters, detail time limits for action so that complaints are kept informed of the progress in dealing with their complaint.