So - After their response to my complaint I have sent this email as a reply.......
Dear Mr xxxx,
I appreciate your acknowledgement of my complaint however, I believe this to be a sterile and impersonal response taken from your "Northern Rail Examples of Replies to Customer Complaints" Handbook. There is nothing that relates to me personally or the specific incident in your bog-standard reply, and there is nothing mentioned in your response that would reassure me that incidents of this kind will not happen again.
Whilst I fully agree with your statements regarding "revenue staff having a difficult job to do" and your efforts to "reduce fare evasion" I take issue with your comment that "It is the customer's responsibilty to locate the conductor to purchase the required ticket". Could you specify the relevant clause in the NRCOC that places that onus onto the customer. I am of the understanding that a customer should purchase a ticket as soon as they are reasonably able to. This does not mean tracking down a conductor on potentially overcrowded trains.
Dear Mr xxxx,
I appreciate your acknowledgement of my complaint however, I believe this to be a sterile and impersonal response taken from your "Northern Rail Examples of Replies to Customer Complaints" Handbook. There is nothing that relates to me personally or the specific incident in your bog-standard reply, and there is nothing mentioned in your response that would reassure me that incidents of this kind will not happen again.
Whilst I fully agree with your statements regarding "revenue staff having a difficult job to do" and your efforts to "reduce fare evasion" I take issue with your comment that "It is the customer's responsibilty to locate the conductor to purchase the required ticket". Could you specify the relevant clause in the NRCOC that places that onus onto the customer. I am of the understanding that a customer should purchase a ticket as soon as they are reasonably able to. This does not mean tracking down a conductor on potentially overcrowded trains.