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