Northern Rail Complaint Escalation

[OffertonBlue]

Hi all I currently have a complaint (made up of several complaints) lodged with Northern Rail. Firstly they closed my complaint without communicating at any point with myself. Now they seem to be stalling and ignoring parts of my complaint.

Does anyone know if Northern Rail have a Complaint Escalation procedure? Or the email address of the Head of Customer Services?

 

[bb21]

If you cannot get anywhere with Northern themselves, there is always the option to escalate the matter to Transport Focus.

 

[northwichcat]

If you're unhappy about your local rail service in general you could also write to your MP. They will likely communicate with Alex Hynes (the MD) and will get further than you're able to get with the customer relations department.

 

[gray1404]

If you are not happy with the reply you have received from a TOC,you can ask for your complaint to be looked at again by a Manager or take the matter to Transport Focus.

 

[Darandio]

Is this related to the other thread about your daughter forgetting her origin station?

 

[OffertonBlue]

Darandio - Yes and No. I have no qualms paying the fine, in fact I have already paid it. But I have a number of other issues with Northern Rail, including false statements and aggressive behaviour (and obviously if the ticket prices are the same is it indeed fare evasion). These I intend to follow up.

 

[josh_raven]

Hello OffertonBlue. Thank you for seeking some help from fellow customers, do you have a case reference number and I'll get one of the team to look into this first thing?

Josh Raven
Head of Customer Experience
Northern Rail.

 

[OffertonBlue]

Thank you Mr Raven.
Case Reference: [removed].

 

[josh_raven]

OffertonBlue - You are welcome, one of the team will be in touch tomorrow.

 

[Fare-Cop]

I've read both threads and please don't think that this is intended to criticise, but I think one relevant question ought to be asked. How old is your daughter ( is she over 18 ) and has she made contact with the rail company herself?