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  • What if I am not happy with the response from the Customer Relations team?

    We would always aim to resolve any complaints or queries in the first instance, but if we haven’t been able to, we would love the opportunity to do some more investigating for you. In this instance, we would ask that you contact us again through our Customer Relations team where we would escalate your contact to a more senior member of the team who will re-evaluate your case. You can also contact Passenger Focus, www.passengerfocus.org.uk, the independent consumer organisation for the rail industry who will also take steps to resolve your issue.