Complaints

G Webber made this Freedom of Information request to Passengers' Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Passengers’ Council,

I would like the following information under the Freedom of Information Act:

How many complaints have you received in the last twelve months about Falmer station (in Sussex)?

How many complaints have you received in the last twelve months about penalty fares issued by Southern Railway?

Thank you very much,
G Webber

Advice, Passengers' Council

We are pleased to acknowledge your email and will contact you within 10
days. 

 

Thank you for getting in touch with Passenger Focus.

 

The Passenger Team
Passenger Focus
The independent passenger watchdog
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Our passenger contact centre is open 8am - 8pm Monday to Friday and 8am -
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Samuel Fletcher, Passengers' Council

Dear Mr Webber,

Freedom of Information Act 2000 - information request

Thank you for your request for information. You may not have specified or referred to the above Act in your request, but we are treating your request within its provisions.

The date we received your request was: 23 January 2012
The target date for responding to you is: 17 February
The unique reference number allocated to your request is: PFO-51053-NK9P
The person who has been asked to deal with your request is: Sam Fletcher
His or her job title is: Passenger Team Advisor
His or her email address is: [email address]

Please see the explanatory notes attached. These are designed to explain how we will deal with your request and answer any immediate questions.

Thank you for contacting Passenger Focus.

Yours sincerely,

Sam Fletcher
Passenger Team Advisor
Passenger Focus
The independent passenger watchdog

f 0161 244 5981
e [email address]
w www.passengerfocus.org.uk
Follow us on Twitter @passengerfocus
7th Floor, Piccadilly Gate, Store Street, Manchester M1 2WD
You can also contact our passenger contact centre on 0300 123 2350. The centre is open 8am - 8pm Monday - Friday and 8am - 4pm at weekends.

Freedom of Information Act 2000 – explanatory note

Dealing with your request

In normal circumstances we should be able to (a) confirm or deny that we hold this information and (b) if we hold it, send it to you within the statutory timescale of 20 working days. You should note however that the Act defines a number of exemptions which may prevent us complying with either of these duties. We will explain if this is the case, and if we apply the ‘public interest test’ to our decision.

If the information is readily available by other means, such as on our website, we will point you in this direction and would not generally expect to reproduce it specifically, and we will tell you this as soon as we can.

Charges and fees

Generally we do not charge for requests of this type. In exceptional circumstances, where the costs of complying with your request exceed the appropriate limit set by law – currently £450 for Passenger Focus – a fee may be a fee payable for the information you have requested. In this case we would issue a fees notice and the fee must be paid before the information is processed and released. The 20 working day time limit for responses is suspended until receipt of the payment, and you have three months in which to send the fee. If you do not provide payment within three months you request will lapse.

If you have any queries or concerns about our process, please contact in the first instance:

Senior Information Risk Owner
Passenger Focus
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[email address]

Further information about the Freedom of Information Act is available from the Information Commissioner at:

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Telephone: 0303 123 1113
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Tracey Crawford, Passengers' Council

1 Attachment

Dear Mr Webber

 

Freedom of information Act 2000 - information request

 

Your request for information has now been considered and the information
requested is shown below:-

 

·         The number of complaints we have received in the last twelve
months about Falmer station (in Sussex) is two

·         The number of complaints we have received in the last twelve
months about penalty fares issued by Southern Railway Thirty six
    

If you have any queries or concerns, please contact me.

 

In the event that you are not satisfied with this response, please refer
to the attached ‘could we have done better?’ leaflet.

 

Yours sincerely

 

 

Tracey Crawford

Senior Passenger Team Adviser
Passenger Focus
The independent passenger watchdog

t 0300 123 2177
f 0161 236 1574
e [1][email address]

w [2]www.passengerfocus.org.uk

Follow us on Twitter [3]@passengerfocus
7^th Floor, Piccadilly Gate, Store Street, Manchester, M1 2WD 

You can also contact our passenger contact centre on 0300 123 2350. The
centre is open 8am - 8pm Monday - Friday and 8am - 4pm at weekends.

 

 

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Dear Tracey,

FOI request number PFO-51053-NK9P

Thank you for your extremely fast response! I would now like to make a further request for a copy of the two complaints about Falmer station you mentioned.

Yours sincerely,
G Webber

Tracey Crawford, Passengers' Council

Dear Mr Webber,

Thank you for your email of 24 January 2012 requesting copies of the two complaints regarding Falmer Station. I am sorry to tell you that I am unable to give you copies of the complaints Due to the Data Protection Act However I am able to give you a brief description of the complaint which I have done below:-

Complaint 1

The passenger copied us into a letter sent to Southern regarding being sold an incorrect ticket at Falmer station which resulted in them being given a Penalty Fare.

Complaint 2

Passenger is unhappy with the refurbished toilets at Falmer Station.

I hope this addresses your query. If you have any further queries please do not hesitate to contact me and I will be happy to help you.

Kind regards

Tracey Crawford
Senior Passenger Team Adviser
Passenger Focus
The independent passenger watchdog

t 0300 123 2177
f 0161 236 1574
e [email address]
w www.passengerfocus.org.uk
Follow us on Twitter @passengerfocus
7th Floor, Piccadilly Gate, Store Street, Manchester, M1 2WD You can also contact our passenger contact centre on 0300 123 2350. The centre is open 8am - 8pm Monday - Friday and 8am - 4pm at weekends.

show quoted sections

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