Saturday, 31 May 2008

Complaint: response

Although I was starting to wonder whether I was actually going to get a reply to this, it arrived yesterday. The salient points are as follows:

"...I was sorry to hear of the details of your journey and I apologise for the inconvenience this caused. As an apology, I have ordered a cheque for £14.60, to cover the cost of your ticket and the additional bus ticket that you had to purchase, which will be sent in the next 7 - 10 days."

I'm very, very pleasantly surprised by this - overall it was a more than reasonable and thoughtful response, over and above my expectations. Now £14.60 isn't a huge amount to ask for but the fact that they've seen fit to reimburse it without fobbing me off with vouchers or excuses is the main thing as far as I'm concerned.

I'll be writing back to thank them for their response, it only seems right to do so.

8 comments:

Bollinger Byrd said...

So there is a God after all working for the railway company.

love the idea of you eating that choc in front of whiny child... so deliciously mean!
bbx

Merkin said...

Relatively, a good result.

trousers said...

Dunno about a god, b-byrd, but then again someone who has the common sense to take such complaints seriously and to respond in a fair and adequate way seems positively god-like by comparison with what you normally get/expect (which is what causes the complaints in the first place).

merkin, spot on, in four words.

Queen Vixen said...

Result! Good for you and well done to them. Isnt it great when someone restores your faith in stuff. To not have to crouch down in anticipation of the metaphorical 'jobs worth' slap. That letter of thanks is a nice touch too.

trousers said...

Yes these things do help to restore your faith in stuff qv, it's just a shame you have to make the effort to reach that point with them: still it definitely feels worth that effort, and I do feel that it's important to write back and acknowledge that I genuinely appreciate their response.

But Why? said...

Excellent - what would be even better would be if they managed to prevent journeys from being so hideous to begin with...

trousers said...

Definitely but why?, that's pretty much it in a nutshell. I don't actually like having to make complaints, but I'm far more likely to these days than I used to be. I wonder if that's because there's far more to complain about, or a reflection on my increasing intolerance. Probably a bit of both, but perhaps with the weight on the former...

Beechy Head Powders said...

Wonderful blog here.
We need more of these to justify the privatisation of the railways.
We do agree.
I will telephone you soon