Commercial or operational information won't be shared - nor should it be. The high level answer will simply be along the lines of 'we will ensure lessons are learned and there is not a recurrence' - it won't go into detail of training, briefings or any other such details.
BIB - sorry, but that is none of your business and I believe LNW will be quite right to ignore such demands.
Operational decisions are those made by any company (not just rail operators) on a day to day basis - they are under no obligation to provide that kind of detail publicly and nor should they (and I say this having worked for 20 + years in commercial and retail companies).
So go on then, give an example of a major company giving such operational or commercial information out in response to a complaint (I'll wait).
Well just fancy that. Got it wrong there didn't you. Breathtakingly arrogant without a care for the consumer.
That's a pretty good letter from the TOC explaining some of the operational circumstances rather than some standard flannel. Still leaves a few things unanswered, but they have held their hands up and said it was a cock-up.
Typed from my armchair after a lifetime working in aviation where service recovery for both the operation and customer was an important part of day to day life.