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Complaints Handling Procedure

Customer satisfaction is one of our top priorities and we’re committed to consistently providing a safe, reliable, and welcoming service on every one of those journeys

We want to help 

Southeastern is one of the biggest and busiest train operating companies in the UK with around 178 million passenger journeys made on our services every year across South East London, Kent and East Sussex.
 
Customer satisfaction is one of our top priorities and we’re committed to consistently providing a safe, reliable, and welcoming service on every one of those journeys.
 
But we know that despite our best efforts there are times when things don’t go to plan. If this happens and you’re not happy with the service you’ve received then let us know. It’s important to us that where possible we resolve any issues you’ve encountered. Your feedback also helps to drive improvement across the company and influences the training we provide our people.
 
This Customer Complaints Handling Procedure explains:
  • How to make a complaint
  • How we will listen and respond to your complaint including how quickly you should expect a response
  • The types of compensation you might expect
  • How we review and monitor the complaints we receive and how we respond to them, to drive improvement
We aim to work with you to resolve any issues as quickly as possible without the need of third party involvement. However you can contact the industry’s independent passenger watchdogs if you are unhappy with the response we’ve provided. 

Download our Complaints Handling Procedure

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