Passenger's Charter: Putting things right - Translink

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Putting things right

We welcome any comments and suggestions you may have on improving our service. You may contact us in person, by phone, in writing or by email.

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 the following people.

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 a full response straight away, we will acknowledge your letter within three working days of receiving it.

We aim to give you a full response within another 10 working days (in 90% of cases) and respond to all complaints within 15 working days of receiving them. If you are not satisfied with our reply, you can ask the General Manager of Bus Services or the General Manager of Rail Services (at the addresses on page 21) to review your complaint. They will also respond within the timescales shown above.

You may also contact us through our website at www.translink.co.uk/feedback, or at the following e-mail addresses.

• feedback@translink.co.uk – for general comments
• feedback@citybus.co.uk – for comments about Metro
• feedback@nirailways.co.uk – for comments about NIRailways
• feedback@ulsterbus.co.uk – for comments about Ulsterbus
• feedback@enterprisetrain.co.uk – for comments about the Enterprise service

We will respond to complaints made by e-mail within the same timescales as we respond to 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 essential to help us to put things right.

If you are not happy with our response to your complaint, contact the General Consumer Council for Northern Ireland, an independent body that can take up your complaint on your behalf. You can contact the General Consumer Council at:

Elizabeth House
116 Holywood Road
Belfast
BT4 1NY.

Phone: 0845 601 6022
E-mail: complaints@consumercouncil.org.uk 
Website: www.consumercouncil.org.uk 

The General Consumer Council will generally expect you to have used our complaints procedure before they accept your complaint.

Our charter sets out our commitment to you to achieving high standards of service. It does not mean we have any new legal responsibilities to you and it does not affect your legal rights or responsibilities.

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