Read the text below.
The United Kingdom has launched a service that allows train passengers to appeal if their complaints were not handled properly.
The Rail Ombudsman, a nonprofit organization, offers free services to those with unresolved train-related complaints. The organization was formed to ensure that all complaints are properly dealt with, which can lead to increased customer satisfaction and improved train service standards across the country.
Recent statistics from the Office of Rail and Road prompted the formation of the Rail Ombudsman service. Figures showed that only 28% of the passengers who complained in 2017 to 2018 were content with how train companies handled their concerns.
According to Andrew Jones, the country’s new rail minister, the service will uphold the rights of the passengers and will make sure that their voices are heard. Jones also emphasized that the service is an opportunity for train companies to enhance their complaints management system and to work on improving customer satisfaction.
To file their concerns to the Rail Ombudsman, train passengers must complain first to the train company. If the complaint remains unresolved after 40 days or if the train company’s action was not satisfactory, the complainant may raise the concern to the Rail Ombudsman.
Upon receiving the complaint, the Rail Ombudsman will begin its investigation. If the complaint is valid, the Ombudsman will try to help the complainant and the train company reach an agreement. If both parties agree, the case will be closed. If they do not agree, the Ombudsman will decide independently on the case’s outcome based on the facts presented.