Southern trains complaint

[VenalWinfrey]

I recently bought a monthly rail pass for southern trains, then promptly lost the thing three days later! The station staff told me the best I can do is fill outa form and post it off, paying �20, in the hope of obtaining a duplicate ticket. Since it only cost �51 and has already a third expired I am a little reluctant to pay the �20, in the hope of recovering a little over �30. Does anyone know of a complaints procedure for this, or a better way for me to get some/all of my money back, or at least a replacement ticket? They took all my details as the station so i could purchase it, so they have the proof that I bought one! Would be very grateful for a pointer here, because I don't see what I can do other than write a stroppy letter to Southern Trains. Also, (sorry this is a long transport gripe!) I have recently used the new bus ticket machines in central london and twice it has swallowed my money and given me no ticket. The drivers dont believe me (understandable) but i am once again out of pocket. Aaaagh! Any tips on getting my �1s back???

[andy hughes]

Point One - it's their bat and their ball - never get stroppy with someone who'se co-operation you need to resolve your problem. Write a nice letter, setting out the points you have raised, and see what heppens. Unfortunately, you have no serious redress, they have your money, so you are relying on a sympathetic hearing from them, but it is worth a try. keep copies of all correspondence, and if you get into phone conversations, be nice. Remember, they get paid whether you get your money back or not, so if you provide them with a reason to be awkward, they will! Re. your train ticket machine - ask one of the platform staff to watch while you put your money in, and do it every day. Eventually, they will get the machine checked!