Delay Repay information
Dear Office of Rail and Road,
I am writing to request information on Train Operating Company's handling of passenger dealy repay claims.
Specifically, for each TOC, please provide the following information broken down by month for at least the last 12 months:
1. The number of delay repay claims received
2. The number of delay repay claims approved without further customer contact
3. The number of delay repay claims rejected
The number of rejected claims where the customer resubmits the claims or challenges the TOC's initial decision.
5. The nubmer of dealy repay claims approved after appeal or resubmission by the customer
6. The nunmber of delay repay claism approved after intervention by passenger focus/london travel watch.
Yours faithfully,
John Ward
This is an acknowledgement that your email has been received.
Thank you for contacting the Office of Rail and Road.
Details on what and how we regulate can be found on our website at
[1]http://orr.gov.uk/what-and-how-we-regulate
Information for passengers including complaint guidance is available on
our website at [2]http://orr.gov.uk/info-for-passengers
Customer Correspondence Team
Office of Rail and Road | One Kemble Street |2^nd and 3^rd Floors |
London | WC2B 4AN
Tel: 020 7282 2018| e-mail [3][ORR request email]
References
Visible links
1. http://orr.gov.uk/what-and-how-we-regulate
2. http://orr.gov.uk/info-for-passengers
3. mailto:[ORR request email]
Dear Mr Ward
Thank you for your recent email.
I am handling your request under the terms of the Freedom of Information
Act 2000 (FoIA 20000.
We aim to respond to all such requests within 20 working days of receipt
and a full response will be sent no later than the 5th May.
If you have any queries regarding your request please contact me.
Yours sincerely
Paul Wilkinson
Paul Wilkinson
Senior Executive
Customer Correspondence Team
[1][IMG][2][IMG] 0207 282 2018
[3][email address]
1 Kemble Street, London, WC2B 4AN
[4]http://orr.gov.uk/
Follow us on twitter [5]@railandroad
ORR protects the interests of rail and road users; improving the safety,
value and performance of railways and roads, today and into the future.
Dear Mr Ward
I write further to my email of 5^th April.
We have searched our records and we do not the hold the information you
have requested.
The Department of Transport (DfT) collect some data on delay repay and may
hold the information you are seeking.
They can be contacted via:
Department for Transport
Information Rights & Records Unit
D/04, Ashdown House
Sedlescombe Road North
St Leonards on Sea
TN37 7GA
Or by using their contact form at [1]https://forms.dft.gov....
Should you have any further queries regarding your request, please contact
me.
Your rights of appeal under FoIA 2000.
If you are not satisfied in any way in which your request has been
handled, you have the right to ask for an internal review. Internal review
requests should be submitted within two months of the date of this email,
and should be addressed to the Board Secretariat at:
Office of Rail and Road
One Kemble Street
London
WC2B 4AN
Email: [2][email address]
If you are not content with the outcome of the internal review, you may
apply directly to the Information Commissioner (IC) for a decision.
Generally the IC cannot make a decision unless you have exhausted the
complaints procedure provided by ORR. The IC can be contacted at:
The Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113
Email: [3][email address]
Website: [4]https://ico.org.uk/
Yours sincerely
Paul Wilkinson
_____________________________________________
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