A Formal Complaint

Ms Karen Doyle, 27 Willow Gardens, Leeds
Customer Relations, Northline Rail
Re: Complaint – delayed 07:42 service from Leeds to Newcastle, 12 May
Dear Sir or Madam,
I am writing to complain about the 07:42 service from Leeds to Newcastle on 12 May, which arrived two hours and ten minutes late.

The train was stationary for over an hour near Darlington, yet no announcement was made until we had already been waiting for forty minutes. As a result, I missed a client meeting that I had arranged weeks in advance, and I was obliged to pay £35 for a taxi to reach my hotel.

Under your passenger charter, a delay of more than one hour entitles passengers to a refund of half the fare. I therefore request this refund, together with the taxi fare, for which I enclose the receipt. I would also appreciate an explanation of why passengers were not informed sooner.

I look forward to receiving your reply within fourteen days. Should I not hear from you by then, I shall have no alternative but to refer the matter to the rail ombudsman.
Yours faithfully,
Karen Doyle