Complaint

[ValleyLines142]

Not sure where to put this thread, if an admin knows then feel free to move it.

I need to make a complaint about a member of London Underground staff, I suppose I'd need to address TfL. Can someone give me a link or email? Thanks

 

[Harlesden]

https://custserv.tfl.gov.uk/icss_cs...nd;saplb_*=(J2EE709050600)709050652?secure=on

 

[lyesbkz]

From here you just need to select which type of Staff you are complaining about (Driver, Station staff or Other).

(although the forms all look the same to me, the URLs are slightly different, I wonder whether it really makes any difference)

 

[PauloDavesi]

Where they will send you a randomly selected selection of pre-prepared paragraphs of no relevance to your original letter.

It is more effective to send your complaint direct to the managing director. His name should be listed on the tfl website. working out his email address is then a simple task.

The chief officers are listed here

http://www.tfl.gov.uk/corporate/about-tfl/1434.aspx

If you want a real outcome from your complaint, don't waste your time dealing with the customer non-service operatives.

 

[ValleyLines142]

I have made a complaint via Customer Services on the TfL site, will keep writing if need be!!

Thanks guys for the quick reply.

 

[whhistle]

Where they will send you a randomly selected selection of pre-prepared paragraphs of no relevance to your original letter.

It is more effective to send your complaint direct to the managing director.

If you want a real outcome from your complaint, don't waste your time dealing with the customer non-service operatives.

That is also the number 1 way for your complaint to not be heard.
The MD won't answer complaints, they are running the company. If they did answer them, then they wouldn't employ a Customer Services team.
If your letter even gets through to the MD (their PA will most likely open it before it gets to the MD), they will want it off their desk so will just do whatever without reading it.

 

[ValleyLines142]

How long does a complaint take to be investigated and responded to? I'll give it a week, until Monday 30th to be fair, and if they haven't responded I'll post again. I will win this!

 

[ChrisCooper]

In terms of timescale it will vary depending on how complicated the complaint is to investigate. Good companies though will keep you updated on the progress if it's going to take more than a few days.

 

[ValleyLines142]

In terms of timescale it will vary depending on how complicated the complaint is to investigate. Good companies though will keep you updated on the progress if it's going to take more than a few days.

Thanks

 

[Daniel]

This is where I start to worry and wonder what I've done to annoy you...

 

[ValleyLines142]

This is where I start to worry and wonder what I've done to annoy you...

Haha no it's not you :P the member of staff in question is a female at Kings Cross.

 

[Thenzon]

I'd like raise a complaint also to London Underground, however the link seems to be not working, same for anyone else about the link?

 

[Daniel]

Try this one:

https://custserv.tfl.gov.uk/icss_cs...nd;saplb_*=(J2EE709050600)709050652?secure=on

 

[ValleyLines142]

I'd like raise a complaint also to London Underground, however the link seems to be not working, same for anyone else about the link?

Oh dear me London Underground, what's going on?!

If you just follow the Underground section of the Transport for London website there's a step-by-step option you can follow, simple to use not very descriptive I know but hope it helps!

 

[PauloDavesi]

Sorry 'whhistle', but I've found that the MD/CEO ensures that the complaint is dealt with to a higher level than if it was just left to a customer service operative.

 

[whhistle]

Yeah, their PA writes a letter based on a template from the pool of templates used by customer services. Then the CEO just signs it.

I know, I used to do it. Companies generally work the same when it comes to dealing with complaints.

 

[VTPreston_Tez]

It would be good if you explained what happened so if anything else happens we're prepared. It would certainly help...

 

[scotsman]

It would be good if you explained what happened so if anything else happens we're prepared. It would certainly help...

Why can't you just use the complaint form online, like everybody else?

 

[lyesbkz]

Why can't you just use the complaint form online, like everybody else?

And then, if you're not happy with the response, contact them again, and if you're still not happy, then start to escalate it!

 

[ValleyLines142]

Okay so it's been two weeks since I made the complaint and I haven't heard anything. Is there a direct email address I can use?

 

[PauloDavesi]

Use the link I gave you two weeks ago!

 

[jon0844]

Okay so it's been two weeks since I made the complaint and I haven't heard anything. Is there a direct email address I can use?

Well, today is Sunday and yesterday was Saturday. Did you expect a response on either of these days?!

Did you get a confirmation or acknowledgement that your complaint had been received? If so, you might need to give them some more time.

 

[ValleyLines142]

Well, today is Sunday and yesterday was Saturday. Did you expect a response on either of these days?!

Did you get a confirmation or acknowledgement that your complaint had been received? If so, you might need to give them some more time.

No I sent it to them on Thursday 19th so it's been over two weeks. And no I didn't get a confirmation or acknowledgement that my complaint had been received. How much time do they need?! Clearly they receive a lot of complaints!!

 

[trentside]

No I sent it to them on Thursday 19th so it's been over two weeks. And no I didn't get a confirmation or acknowledgement that my complaint had been received. How much time do they need?! Clearly they receive a lot of complaints!!

According to their complaints policy, they aim to respond in ten working days - but if they have a large volume of complaints or need to investigate further, they will update you after 15 days.

http://www.tfl.gov.uk/assets/downloads/tfl-customer-feedback-and-complaint-policy.pdf

 

[ValleyLines142]

According to their complaints policy, they aim to respond in ten working days - but if they have a large volume of complaints or need to investigate further, they will update you after 15 days.

http://www.tfl.gov.uk/assets/downloads/tfl-customer-feedback-and-complaint-policy.pdf

Well I'll give them until Wednesday, that is fair, and then I'll email them again.

 

[jon0844]

If you didn't get any acknowledgement, it's possible it didn't get through. Most companies now do this, perhaps adding a reference numbers, and that often ticks the box that they'll respond in a certain time. The estimated response time in that letter/email may then be a lot longer.

 

[ValleyLines142]

If you didn't get any acknowledgement, it's possible it didn't get through. Most companies now do this, perhaps adding a reference numbers, and that often ticks the box that they'll respond in a certain time. The estimated response time in that letter/email may then be a lot longer.

That's a possibility. I find it much easier to complain straight via email, not through the main website.