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Northern rail ticket inspector overcharging for tickets

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mazza887

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This has just happened again. I was asked if I would be returning from Manchester to Sandbach at peak or off-peak.
And my complaint to Northern last time was never responded to.
 
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pemma

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This has just happened again. I was asked if I would be returning from Manchester to Sandbach at peak or off-peak.
And my complaint to Northern last time was never responded to.

Send a letter to your MP. If he/she then sends a letter to Northern's MD it won't go unanswered.
 

yorkie

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This has just happened again. I was asked if I would be returning from Manchester to Sandbach at peak or off-peak.
And my complaint to Northern last time was never responded to.
Refer the matter to both Transport Focus and your MP and let us know how you get on.
 

scrapy

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Send a letter to your MP. If he/she then sends a letter to Northern's MD it won't go unanswered.
According to Northerns' Twitter team (responding to a request for the Northern MDs contact details) any complaints addressed to Northerns' MD simply get redirected to the customer service centre. Although I agree if the request comes from an MP it will certainly be replied to. I wonder if they are answered quicker than the standard 20 working days.
 

yorkie

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If anyone else has contacted their MP about Northern's mistreatment of customers, please let me know as I am collating a list for my MP as I think we may be able to drive this forward and get something done about it.
 

pemma

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According to Northerns' Twitter team (responding to a request for the Northern MDs contact details) any complaints addressed to Northerns' MD simply get redirected to the customer service centre. Although I agree if the request comes from an MP it will certainly be replied to. I wonder if they are answered quicker than the standard 20 working days.

I somehow doubt everything addressed to the MD will be automatically redirected, if that was the case then I think the customer service centre would get hold of letters which they shouldn't be seeing. It used to be that Alex Hynes responded directly to any letters on House of Commons paper, I don't know if that's the case with the new Northern MD.
 

lyndhurst25

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I do hope that Northern's MD does respond to letters, as that is who I have just written to about a 9 month wait for a Delay Repay claim and three subsequent enquires that have been completely ignored by the Customer Service Centre.

New Northern's customer services have certainly got a lot worse since they took over from old Northern. Maybe the rumours are true: that they've given up and are about to hand back the keys.

Maybe the only way to get a response is for me to mock up some "House on Connoms"' headed notepaper?:D
 

Solent&Wessex

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I do hope that Northern's MD does respond to letters, as that is who I have just written to about a 9 month wait for a Delay Repay claim and three subsequent enquires that have been completely ignored by the Customer Service Centre.

New Northern's customer services have certainly got a lot worse since they took over from old Northern. Maybe the rumours are true: that they've given up and are about to hand back the keys.

:D

I suspect it's more to do with the fact that Arriva closed the old customer relations centre which used directly employed TOC staff and outsourced it to Carillion.
 

pemma

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I suspect it's more to do with the fact that Arriva closed the old customer relations centre which used directly employed TOC staff and outsourced it to Carillion.

Wasn't it claimed the directly employed TOC staff all transferred to Carillion as a result of the RMT getting involved?
 

35B

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Wasn't it claimed the directly employed TOC staff all transferred to Carillion as a result of the RMT getting involved?
In either case, the current position of Carillion cannot be helping morale or the quality of work.
 

pemma

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In either case, the current position of Carillion cannot be helping morale or the quality of work.

Are they still employed by the firm in liquidation or has their employment been transferred to another company?
 

Bantamzen

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Are they still employed by the firm in liquidation or has their employment been transferred to another company?

Some of the positions may be being taken over by other marketing companies. One such example in Sheffield which may include the Arriva roles:

The CEO of a telemarketing company has offered to save the jobs of over 250 Carillion staff at its Sheffield call centre by taking on the staff and contracts of the troubled FM and construction company.

Anthony Hinchcliffe, CEO of Sheffield-based Ant Marketing, is confident that he can keep the company’s contracts within the city of Sheffield.

Carillion has gone into liquidation with debts of over £1bn and a £580m pension deficit. The company was left with just £28m in the bank.

20,000 workers at the company are set to lose their jobs, with hundreds of supply chain firms fearing bankruptcy.

Carillon’s clients in Sheffield included transport firm Arriva and utilities supplier Centrica.

“Because it’s gone into liquidation there’s not much time to try and hold that team together and retain those contracts in Sheffield,” said Hinchcliffe. “It’s not like an administration or receivership where they will try to sell the company as a going concern.

“I think this is a great solution for everybody. We can take on the staff on their existing contracts, take over the building and the IT. We could work on that very quickly.

“I don’t think this is a huge priority for them but it really is for the 250 Sheffield staff. I want to retain this award-winning team before it gets fragmented. There is a solution here. All is not lost.”

https://callcentresummit.co.uk/shef...s-offers-save-250-carillion-call-centre-jobs/

Obviously any handover is going to result in delays and possibly even loss of some complaints. My advice would be to re-submit any as yet unanswered, copying in the original complaint & the time & date sent.
 
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