Enterprise: Putting things right - Translink

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Putting things right

We welcome any comments and suggestions which you may have on improving our service.

You may contact us in person, by phone, in writing or by e-mail.

If you are not happy about any part of our service, we would like to know about it. The person you have been dealing with can usually sort out complaints quickly. However, if you prefer or if you are still not satisfied, you can contact, depending on where you bought your ticket, one of the addresses below.

It is helpful if you include as much detail as possible, such as:

• the time and date of travel;
• where you were leaving from and going to; and
• a phone number in case we need more information.

It is also helpful if you send your ticket.

We want to be able to sort out your problems as quickly as possible. We can often do this by talking things through with you. Because of this, we will not normally reply in writing to a complaint you have made in person or over the
phone.

If you complain in writing and we cannot give you an immediate response, we will acknowledge your letter within three working days of receiving it. We aim to provide a full response to 90% of complaints within another 10 working days and respond to all complaints within 15 working days of receiving them.

If you are not satisfied with this reply, you can contact Tranlink's General Manager (Rail Services), Central Station, Belfast BT1 3PB or the Chief Operating Officer, Iarnród Éireann, Connolly Station, Dublin 1, to review your complaint.

A response will be given within the timescales above.

You may also contact us through our websites at www.translink.co.uk/feedback and www.irishrail.ie or at the following e-mail addresses.

• feedback@translink.co.uk
• feedback@irishrail.ie

We will respond to e-mail complaints within the same timescales as written complaints.

We will investigate all complaints thoroughly and fairly. In all cases we will give you a full explanation and an apology if we have made a mistake. Your comments are vital in helping us to put things right.

You can also get Feedback cards from members of staff to help you make your comments. You can hand the Feedback cards to a member of staff or post them in the Feedback boxes at main stations on the line. We regularly monitor suggestions and complaints, and our managers assess them.

The Enterprise Passenger's Charter sets out our commitment to you to achieve high standards of service. It does not create any new legal relationship with you and it does not affect your legal rights or responsibilities.

You can get copies of this Charter in large print, in Braille and on audio tape from the Marketing Department by phoning 01 703 2506 or 028 9089 9400.

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