Top 5 pain points for our passengers (latest period)
| 23/08/2026 - 19/09/2026 | Volume | % |
| Train Service Performance | 141 | 33% |
| Quality on Train | 138 | 32% |
| Fares, Retailing | 38 | 9% |
| Staff Conduct & Availability | 31 | 7% |
| Delay Compensation Schemes | 27 | 6% |
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
| 28/06/2026 - 25/07/2026 | 26/07/2026 - 22/08/2026 | 23/08/2026 - 19/09/2026 | |
| Number Of Complaints Closed | 267 | 249 | 283 |
| Received Complaints | 264 | 279 | 228 |
| % responded to within 10 days | 94.76% | 95.58% | 85.87% |
| % responded to within 20 days | 99.25% | 99.20% | 98.94% |
| % responded to within 30 days | 99.63% | 100.00% | 100.00% |