Northern Railways - Delay Repay

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Mcr Warrior

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:?: What's the typical waiting time before you can expect to receive a reply or acknowledgement from (or on behalf of) Northern Railways with respect to a Delay Repay claim?
 
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lyndhurst25

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I submitted an online delay repay claim to new Northern on 22nd May. Apart from the automatic confirmation email, I have heard nothing since. Old Northern were much quicker in my experience.
 

Mcr Warrior

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I submitted an online delay repay claim to new Northern on 22nd May. Apart from the automatic confirmation email, I have heard nothing since. Old Northern were much quicker in my experience.

Thanks. Mine was sent towards the end of May also, by snail mail to FREEPOST NORTHERN RAILWAY, haven't heard anything back since!
 
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Seems to be loads of problems with this new 'customer experience centre' with slow or non existent responses. Apparently Northern has sub leased out to a third party on this. Awful experiences I have found.

I would chase again over the phone on the freephone number.
 

hairyhandedfool

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Arriva Rail North ("Northern") got rid of the in-house department, at the franchise changeover, in favour of an outsourced office operated by Carillion (the in-house team found out about this via an online job advert). I have had a few dealings with the new lot and have heard of other staff interactions, none of which have been positive.
 

thealexweb

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I phoned up 08002006060 the other day and the guy I spoke too confirmed they have a huge backlog. They have only processed claims received up to 21st May so far. I struggled to understand him due to his accent so could not really get much more out of him easily. The old call centre with it generic English accents just worked better.
 

Silver Cobra

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I was starting to wonder myself about how my claim from 9th June was coming along. If they've only processed claims up to 21st May, I guess it'll be another few weeks or even a month or two before I hear anything from them.

Compare this to Abellio Greater Anglia, with whom I submitted a claim by snail mail on 3rd June, and within two weeks I had a cheque back from them.
 
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gray1404

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Its a pitty the delay repay rules don't penalise a TOC - by forcing them to have to compensate a passenger further - for taking longer then X [reasonable number of days] to process a claim. After all there is a time limit imposed on a customer of 28 days to have to make their claim. Although I notice some TOCs say that's 28 days from the date of the journey and others 28 days from the expiry date of the ticket.
 
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Its a pitty the delay repay rules don't penalise a TOC - by forcing them to have to compensate a passenger further - for taking longer then X [reasonable number of days] to process a claim. After all there is a time limit imposed on a customer of 28 days to have to make their claim. Although I notice some TOCs say that's 28 days from the date of the journey and others 28 days from the expiry date of the ticket.

Apparently Scotrail give you a little 'extra' if they don't reply within a certain target.
 

Heartland

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With each new franchise grant there seems to be more and more cost effective methods being adopted. Getting rid of experience and replacing it with inferiority appear to be a facet of todays railway.
 
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