Putting things right - Passenger's Charter 2008-2011 - About us - Translink
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 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 the following people.
Metro: Customer Services Co-ordinator 028 9035 4035
NIRailways: Customer Services Co-ordinator 028 9089 9400
Ulsterbus: Customer Services Co-ordinator 028 9038 7503. Textphone: 028 9038 7505
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 us 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 address 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 address: feedback@translink.co.uk
We will respond to complaints made by e-mail within the same timescale 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 put things right.
If you are not happy with our response to your complaint, contact the Consumer Council, an independent body that can take up your complaint on your behalf.
You can contact the Consumer Council at:
The Consumer Council
Elizabeth House
116 Holywood Road
Belfast
BT4 1NY
Complaints line: 0800 121 6022
Telephone or textphone: 028 9067 2488
Fax: 028 9065 7701
E-mail: complaints@consumercouncil.org.uk
Website: www.consumercouncil.org.uk
The 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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