Staff complaints to ATW

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MidnightFlyer

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I've searched the ATW website, but can't really find anything to help this - does anyone know what department or customer service area I should contact to make a complaint about a member of staff at an ATW station? I don't know whether to write a letter or email, so any addresses of any form or any guidance would be appreciated.

Thanks!
 
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Greenback

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That is the place to direct complaints to. It's a small team by contact centre standards, but they do deal with all enquiries including complaints.
 

PHILIPE

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You could get a standard reply back which doesn't answer the actual question. That happened to me with Scotrail when I complained that Dalmuir station had no Information screens at the time but 5 platforms with different options and a footbridge joining them.o how do you know where to go. The reply merely agreed with my complaint rather than answer it. The ironical thing is that adjoining stations with just 2 platforms (up and down) had screens.
 

headshot119

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When I made a complaint to ATW about a member of staffs conduct, I simply used the contact us link on the website.

I received a hand worded reply, which dealt with the issue and alleviated my concerns.
 

Michael.Y

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You can also get Customer Comments forms from either the guards or at stations. These can then be posted should you wish to do it the old fashioned way.
 

bluenoxid

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That is the place to direct complaints to. It's a small team by contact centre standards, but they do deal with all enquiries including complaints.

Sadly, as with all parts of Arriva, their social media policy is backwards when it comes to interacting. My advice would be to use the options available, and if you are not happy, go to Passenger Focus.
 

Greenback

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Sadly, as with all parts of Arriva, their social media policy is backwards when it comes to interacting. My advice would be to use the options available, and if you are not happy, go to Passenger Focus.

I'm sure you are right. Personally, I tend to avoid social media whenever I can!
 
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