Figures published today by the Office of Rail Regulation show record low levels of customer complaints for a complete financial year. There were 46 complaints per 100,000 journeys during 2009/10 – a drop of 16.5% compared with 2008/09.

Edward Welsh, Director of Corporate Affairs at the Association of Train Operating Companies, said:

“Record low levels of complaints are a reflection of train companies continuing to provide passengers with the high quality service that they expect and deserve.

“Train companies are in the business of keeping their customers happy. With customer satisfaction and punctuality also at record levels, operators are committed to working with the rest of the industry to provide passengers with a service which continues to improve.

“However, train companies are not complacent and will strive to keep on improving to ensure that ever fewer customers have cause to complain about their journey.”