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(Tfgm) Complaints Handling Procedure for Horwich Parkway Station

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(Tfgm) Complaints Handling Procedure for Horwich Parkway Station Marcus Clements Head of Consumer Policy E-mail: [email protected] 22 December 2020 Bob Morris Chief Operating Officer TfGM By Email Dear Bob, Approval of Transport for Greater Manchester’s Complaints Handling Procedure for Horwich Parkway station (Condition 6 of the Station Licence) Thank you for submitting Transport for Greater Manchester (TfGM)’s draft Complaints Handling Procedure (CHP) for Horwich Parkway station for approval. I confirm that we have reviewed your CHP against the 2015 “Guidance on complaints handling procedures for licence holders” (the guidance), and can confirm that your revised CHP meets the requirements of Condition 6 of your station licence. We also sought views on your draft CHP from Transport Focus. We welcome your commitment to respond to 90% of complaints within 5 working days of acknowledgement, which we believe is likely to be positive for passengers. A copy of TfGM’s revised CHP is attached to this letter, and will be published on our website along with a copy of this letter. Yours sincerely, Marcus Clements Customer service policy How we handle complaints about our services at Horwich Parkway station 1 Contents Customer complaints handling procedure Customer complaints handling procedure ��������������������������������������������������� 3 Welcome to Transport for Greater We also consult with Transport Focus and Introduction ������������������������������������������������������������������������������������������������������� 3 Manchester. Our complaints the Office of Rail and Road (ORR) on an annual basis when reviewing and updating Principles ����������������������������������������������������������������������������������������������������������� 3 handling procedure is designed our CHP, although our CHP will only be re- How to contact us �������������������������������������������������������������������������������������������� 4 to provide you with information submitted to ORR for approval if material changes are required� If you require a copy Customer engagement team ����������������������������������������������������������������������������� 4 about the ways you can contact us and the steps we will take to try to of the policy in an alternative accessible Accessibility and reach ����������������������������������������������������������������������������������� 5 format such as large print or in another resolve your complaint. Transport In person ������������������������������������������������������������������������������������������������������������ 5 language you can also request this from for Greater Manchester operates our Customer Engagement Team (see Direct and indirect contact in writing or by telephone �������������������������������������� 5 and manages Horwich Parkway customer engagement team section)� By customer comments/complaints form ��������������������������������������������������������� 5 Station and we are delighted about Further investigation ����������������������������������������������������������������������������������������� 6 the transformation we’re planning Principles Customers with additional needs or whose first language is not English ���������� 6 to bring to Greater Manchester. We will ensure that contacting us is easy Confidentiality �������������������������������������������������������������������������������������������������� 7 and our details are well publicised� We Introduction will reply to all complaints and claims in Putting things right ���������������������������������������������������������������������������������������� 8 a timely and helpful way, addressing each Complaint escalation procedure ����������������������������������������������������������������������� 9 We put customers at the heart of what we substantive issue raised and acting to put do� Sometimes we can get it wrong and if problems right� We train our staff to handle Acting fairly and proportionately ��������������������������������������������������������������� 10 we do, we want to hear from you to make complaints fairly and efficiently; trying Frivolous and vexatious complaints ���������������������������������������������������������������� 10 it right� This document describes what you to solve any problems there and then� Claiming for losses, personal injury or property damage �������������������������������� 11 should expect and the procedures we will adopt when dealing with complaints� Lost property ��������������������������������������������������������������������������������������������������� 11 We value customer feedback to improve our Penalty fares ���������������������������������������������������������������������������������������������������� 11 services and will provide information to help Ownership of complaints ����������������������������������������������������������������������������� 12 you comment on our services and facilities� Our complaints handling procedure (CHP) Complaints about other train companies �������������������������������������������������������� 12 is available on request from our Customer Complaints about other transport providers �������������������������������������������������� 12 Engagement Team who will give you the Complaints about our suppliers ���������������������������������������������������������������������� 12 link to download it through the website tfgm.com/public-transport/train/contact Organisation dealing with complaints � ������������������������������������������������������� 13 A complaint is defined as: “any expression Training ���������������������������������������������������������������������������������������������������������� 14 of dissatisfaction by a customer or potential Service standards ������������������������������������������������������������������������������������������ 14 customer about service delivery or about Reporting and reviewing ������������������������������������������������������������������������������� 15 company or industry policy”� In addition, the National Rail Conditions of Travel Record keeping ���������������������������������������������������������������������������������������������� 15 detail your entitlements if the service is Organisational culture and structure ��������������������������������������������������������� 15 not to the standard you expect� These are available from any National Rail staffed Other useful information ������������������������������������������������������������������������������ 15 station, or online at nationalrail.co.uk/ Network map ���������������������������������������������������������������������������������������������16/17 times_fares/conditions-of-travel.aspx 2 3 How to contact us Accessibility and reach We empower and encourage our Customer engagement team We publish our contact details Direct and indirect contact staff to resolve any problems or Our Customer Engagement Team is around the network: in writing or by telephone complaints that you may have about responsible for handling all customer On our ‘Station Information’ posters You can make direct contact with us by enquiries and complaints by email, our service immediately so if you displayed at all stations managed using our website or by writing or phoning can please do speak to our staff in telephone, letter or web form� Our Customer our Customer Engagement Team� You can Engagement Team is there to help you and by us, we will give the address the first instance. If they are unable also contact us using the webform available there are several ways to get in touch: and telephone numbers of the on the website� to resolve the matter, the help of By phone 0161 244 1000 Customer Engagement Team. Correspondence received by the Customer a manager or supervisor may be Open Monday to Friday: 7am to 8pm Additionally, our stations will Engagement Team will be registered required. However, if they cannot Weekends and bank holidays: 8am to on the database and dealt with in fully resolve the issue, please contact 8pm (outside of these hours callers will display the contact details of all the order in which it is received� our UK based Customer Engagement be met with a recorded message which other principle train operators that clearly sets out opening times)� Team, who can assist you. operate in the Transport for Greater By customer comments Webform tfgm.com/contact-form Manchester area. or complaints form Twitter @OfficialTfGM Customer comments/complaints forms are By Email [email protected] In person available online and when requested from our managed station(s) or from any Transport Social Media links news.tfgm.com/contact- If you are dissatisfied or further investigation for Greater Manchester Travelshop� At our us/social-media Our social media team may is required, then our employees will Transport Interchanges staff will direct send a link regarding any complaints that either tell you how to contact the you to the online link or to the Customer require investigation, so you can get in touch Customer Engagement Team or help Engagement Team contact number� with the Customer Engagement Team for a you complete a comments/complaints more detailed and personal response� form, which will then be forwarded to Online list of Travelshop locations our Customer Engagement Team� By Post tfgm.com/public-transport/travelshops Our Customer Engagement Team will: Complaints and enquiries Transport for Greater Manchester • contact you to acknowledge they have 2 Piccadilly Place received your complaint (you will receive Manchester M1 3BG an auto acknowledgement via email/
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