Train Company dispute

[gilly100788]

Our local rail company did not put on any trains last sunday instead they said there is a replacement bus running,which didnt turn up,i have written to the train company and am still waiting for a response to my letter as i had to get a taxi which cost me a lot of money so i am trying to claim this back,if they refuse is there any thing else i can do ? thanks in anticipation

[gilly100788]

No i just sent in a letter with my taxi receipt and train tickets. I didnt think about asking for a complaints form.

[gilly100788]

ok thanks i will get back to them and ask for a complaints form, do you think ill get my money back ?

[Buenchico]

I've no idea why ZM thinks that you need an official form. I ran a railway station for several years and, while the rail company offered forms for the convenience of customers, complaints by letter were handled in exactly the same way as any others.

There are two questions to asks yourself:
1. Did you wait at the correct place? Replacement buses don't always run from outside of the rail station. If they'll have difficulty in turning within the station yard, they might call nearby instead. The calling point for replacement bus services should be shown on a notice at the station. You can also find it by searching for the relevant station details here:
http://www.nationalrail.co.uk/stations_destina tions/

2. Were you there at the correct time? Replacement buses often leave significantly earlier than the train which they're replacing.

If you're confident that you were at the right place, at the right time, it's likely that the train operating company will refund your expenses (but probably in rail vouchers, rather than by cheque). If they don't, contact the watchdog body, Passenger Focus:
http://www.passengerfocus.org.uk/advice-and-co mplaints/

Chris

[gilly100788]

Thanks Chris,
yes i was waiting where the busses stop at the station and i was there 15 minutes early so the bus def didnt come,also the taxi driver said it hadnt came as i got the taxi from the station taxi rank,i received a letter today from the train company saying they are looking into my complaint. but i wont hold my breath !