Top 5 pain points for our passengers (latest period)
| 03/05/2026 - 30/05/2026 | Volume | % |
| Train Service Performance | 120 | 34% |
| Quality on Train | 88 | 25% |
| Delay Compensation Schemes | 59 | 17% |
| Fares, Retailing | 32 | 9% |
| Staff Conduct & Availability | 13 | 4% |
Top Complaint Categories 2025 - 2026
Quality on Train | 1481 |
Train Service Performance | 1149 |
Delay Compensation Scheme | 432 |
Fares, Retailing | 234 |
Staff Conduct & Availability | 187 |
Performance of all complaints received for last 3 periods
| 01/03/2026 - 31/03/2026 | 01/04/2026 - 02/05/2026 | 03/05/2026 - 30/05/2026 | |
| Number Of Complaints Closed | 103 | 140 | 273 |
| Received Complaints | 158 | 181 | 189 |
| % responded to within 10 days | 97.09% | 88.89% | 84.98% |
| % responded to within 20 days | 99.03% | 99.44% | 97.44% |
| % responded to within 30 days | 99.03% | 99.44% | 99.27% |