It’s rife. It’s a generic fob off excuse that’s they’re all using. The whole thing is a con. I assume it’ll save a 7 figure sum over the course of a year.I had a similar, if not the same, issue with EMR and Scotrail, but having experienced it once I was ready to resubmit the required information immediately.
Going silent and hoping it goes away is other common trick.Hoping that someone will simply forget about the claim and the complaint file is marked in such a way it doesn't affect any reporting figures to the DFT/ORR (or whoever it is TOCs have to report complaint figures to)
I’ve got 2 claims in with Northern at the moment. (Well only 1 now as one is settled). One is a missed connection 2 hour delay where I’ve requested compensation (it’s £120) and the other was a 30 minute standard delay here I requested a free ticket.
I’ve had acknowledgments for both. The free ticket one was submitted second, but has been accepted and sent out. The one where they have to pay has not been responded to as yet despite if going in earlier. I assume they’ve dropped it and not contacted me hoping that I won’t chase it or hoping that if I do chase it they can fob me off with a 28 day limit excuse.