|Archived Save the Train forum articles - 2005 to 2010. See below
FGW time taken to respond to complaints - 1506/4080
Written by courgettelawn on Monday, 26th February 2007
I put a claim in back in mid-January for a refund for a journey that was delayed by an hour and 20 minutes and am yet to even receive an acknowledgement.
Are other people suffering such long waiting times?
Re: FGW time taken to respond to complaints - 1506/4081
Written by Sion Bretton on Monday, 26th February 2007
I had a reply to a complaint I sent via E-mail.
The sent at 01.40am on Saturday.
Looks like they are having to work all hours to get through the back log. ???
Re: FGW time taken to respond to complaints - 1506/4083
Written by admin (Graham Ellis) on Monday, 26th February 2007
Sion, I have received one or two "odd hours" replies too. I'm pretty sure that the replies are being sent from another time zone during what's daytime over there - there's a ceratin style to the English that makes me question whether it's the native tongue of the writer, and they seem to lack the geographic knowledge I sould expect from London, Swindon, Exeter or Plymouth
Re: FGW time taken to respond to complaints - 1506/4084
Written by Nick Field on Monday, 26th February 2007
I believe National Rail Enquiries call centre is based in India, perhaps some FGW queries are dealt with there also ?
Re: FGW time taken to respond to complaints - 1506/4089
Written by Ruthg on Monday, 26th February 2007
On the whole I haven't been impressed by the responses I have received from FGW, but my most recent letter was replied to in an amazingly quick 2 days. However as I mentioned in another thread they are not really answering the questions I have raised and I find this quote below rather confusing, on the one hand they take responsibility but on the other they don't.
"I am sorry for the delay caused by a mechanical failure on your service. We recognise that the train failures are our responsibility and we must do all we can to prevent them...As I am sure you appreciate, such conditions are clearly out of our control and I regret that the National Conditions of Carriage exclude compensation in such circumstances...
Re: FGW time taken to respond to complaints - 1506/4109
Written by courgettelawn on Wednesday, 28th February 2007
I tried following up my written complain via their online form. However I've not even received an acknowledgement. I am slightly suspicious that they are blocking emails from me as in their last correspondence they said that they regretted that I was not happy with their service but could not enter into any more correspondence with me.
I think that is probably just me being paranoid and my complaint and claim for a refund (which I am entitled to under the NRCC) is under a large pile of others.
I will follow up and see what happens. And I suspect they have franchised out all their email enquiries to call centres: I was told this by Consumer Direct who say if you want a serious response, do it it writing to a postal address.
Re: FGW time taken to respond to complaints - 1506/4113
Written by James on Wednesday, 28th February 2007
FGW complaints - Swindon
Re: FGW time taken to respond to complaints - 1506/4115
Written by admin (Graham Ellis) on Wednesday, 28th February 2007
[quote author=courgettelawn link=topic=1506.msg4109#msg4109 date=1172673206]
.... I am slightly suspicious that they are blocking emails from me as in their last correspondence they said that they regretted that I was not happy with their service but could not enter into any more correspondence with me .....
That may well be a standard paragraph .... it sounds familiar to me, although I have been in correspondence with them, and usefully so to, since I was told it
Re: FGW time taken to respond to complaints - 1506/4201
Written by Steve Bray on Thursday, 8th March 2007
Well I would like to award half a bouquet to First. I posted a letter to them on Monday morning about a delayed journey, and I had a reply back this morning - not just an acknowledgement, but a full reply. Unfortunately, I didn't get the refund that I believe I'm due but at least I received a swift response.
link to index of articles
Save the Train was the campaign to bring an approriate train service back to and through Melksham.
Most big contributors are still around writing at the Coffee shop forum where new members are very welcome.
The train has been saved - sort of - we have stepped back up from an unusable service to a poorish one but it's doing very well. We did that through setting up the TransWilts Community Rail Partnership. That fulfilled its early objectives; it has been taken over by local and regional government types who are now doing medium and long term work. The team from this forun can also be found at the Melksham Rail User Group (which was the Melksham Rail Development Group at the time these articles were written and we had no users.
We mustn't loose sight, though, that the train service remains poor and needs our community support in marketing and campaigning to keep it going in a positive direction ... and all the more so when we're expecting to find a different normallity once we get out of the Coronavirus Pandemic and head for zero carbon via the climate crisis. Yes, it's saved ... it's now a key community facility ... the need for enhancement and the strong and near-universal local support remain, and the rail industry and goverment remain slow to move and provide the enhancements even to level us up with other towns. Please support the Melksham Rail User Group - now very much in partnership rather than protest with the rail industry and local government, including GWR, TransWilts and unitary and town councils. And please use the trains and buses, and cycle and walk when you can.
-- Graham Ellis, (webmaster), February 2021
Letter to DfT
Save the train
About this site