FAQs
FAQ’s
Why should I register my experiences on Northern-Rail.co.uk?
What Information should i include?
Why do i need to register when making a comment?
Should i register a complaint every time my train is late etc
Can i complain about other Rail issues not connected with Northern Rail?
This all sounds very negative, what if i want to add some positive suggestions.
Who are you and why are you doing this?
1.Why should I register my experiences on Northern-Rail.co.uk?
We all want to improve the quality of our train services. Northern-Rail.co.uk
encourages feedback by providing a single website where it’s easy and
quick for people to record their comments and see the comments made by others.
By making these public we can bring pressure on Northern Rail to respond to
these concerns.
The more complaints received, the greater the pressure on Northern Rail.
We plan to forward a summary of the comments added to Northern Rail and any
other relevant bodies to see if the issues raised by the comments can be addressed.
No personal details will be forwarded – just enough information to ensure
that Northern Rail can see that the complaints are genuine.
How do I register a complaint or add some praise?
Simply click the appropriate link above and then record your comment in the
appropriate category – ‘praise’, ‘complaints’.
We’ve broken ‘complaints’ down into subsections of: ‘late’,
‘overcrowded’, ‘cancelled’,’discourteous behaviour’,’no
fares collected’ and ‘other’.
NO OBSCENITIES PLEASE!
We are all passionate about improving our services and we understand how frustrating
delays and problems can be, but please, please, please do not use obscenities
when making your complaint – otherwise it will be deleted.
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What Information should i include?
If you have a complaint, then please give as many details as possible –
as a minimum, give the train time and departure/destination details of the train.
This is so that anybody viewing the site from Northern rail can see that the
issues are genuine.
2.Why do i need to register when making a comment?
To help prevent spam we do need people to register a working email address when
making their comment. We believe that this will also help ensure that comments
are genuine, so giving weight to the feedback. No personal details will ever
be passed on – the only content we may send to Northern Rail (or other
bodies who we feel may be able to help) will be the actual complaints themselves.
“But hold on” I hear you say, “don’t Northern Rail
have an official complaints procedure – shouldn’t i just use that?”
By all means submit a complaint through the official Northern Rail procedure
if you have time – especially if you want to try and claim money back
from Northern Rail – but add your complaint to Northern-Rail.co.uk as
well.
2 great reasons to add your complaint to Northern-Rail.co.uk
Firstly, by adding details of your complaint to this site you ensure there
is a public record of your issue (unlike submitting a form or sending an email
to Northern Rail).
The more public comments we receive about the issues, the greater the pressure
on Northern Rail to do something.
Secondly, many people experience inconveniences and issues every day that do
not merit the effort needed to make a formal complaint and which therefore never
get raised as an issue. At Northern-Rail.co.uk we believe that the hundreds
of people inconvenienced every time a train is cancelled without any reason
or announcement should be given a voice. That those people unable to board a
peak time train because it’s full, despite them having already purchased
a ticket should be able to register their displeasure. That examples of discourteous
behaviour by staff employed to provide a service to paying customers should
be highlighted.
At a time when it’s more important than ever that the public is encouraged
to use public transport, it’s vital that the providers of those services
ensure a high level of customer satisfaction. All of these relatively minor
inconveniences taken together begin to form a tipping point that discourages
people from using the rail service.
in a way easier than By making it easy to register an issue
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3.Should i register a complaint every time my train is late etc
Yes - we know it takes effort, but by recording as many issues as possible,
then we can provide a measure of how significant that issue is. This is why
we have tried to make it as easy as possible to add a comment at Northern-Rail.co.uk
4.Can i complain about other Rail issues not connected with Northern Rail?
No. The site is provided for feedback about Northern Rail. If you have a comment
about another issue, we recommend you use the other popular UK review sites
like reviewstop.co.uk
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5.This all sounds very negative, what if i want to add some positive suggestions.
We are a great believer that the people in the best position to make suggestions
about how a service can be improved are those who actually use the service.
So as well as a complaints section, we also have a suggestions section.
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6.Who are you and why are you doing this?
As a regular user of Northern Rail for almost 3 years, i have had first hand
experience of the day to day problems and ‘low level’ inconveniences
that most Northern Rail users face.
When I reported a more serious and easily fixed problem using the official
Northern Rail complaints procedure, the patronising and uninterested response
finally made me realise that I had fallen into the trap of simply accepting
poor service and that something needed to be done. This site is that something
– i believe that by getting people to report all the inconveniences they
are suffering on a day to day basis we can get Northern Rail to actually do
something.
7.Somebody else has already registered a comment about an issue i want to raise
– should i still add mine?
Absolutely – the more comments we receive, the stronger the case becomes
that Northern Rail need to address it.
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Important Disclaimer: This site is run by a regular user of Northern Rail and
is not attempting to present itself in any way as representing NorthernRail
or its associated companies.
