How to complain effectively to FGW

[whole diary]

[TaplowGreen]

Ahh, but if they weren't giving people things to complain about...

They seem perversely proud to be at the top of the table. What they should be saying is, we will do everything in our power to be bottom of this table.

Customer Service focus should be on reducing complaints, not making it easier to complain.

I do agree with you but it's a bit chicken & egg......the more insight you gather, the better you can work on improving your offering, and seeking feedback is a fundamental part of this.....strategic approach rather than just kneejerk reactions....the proof of the pudding will be whether short term pain (loads of complaints) leads to long term gain (more positive feedback)

[broadgage]

I have had a number of very negative experiences when complaining to FGW^▸ (First Great Western) (as they were still known when I last complained)

Until recently I travelled a lot on FGW, and seldom had cause to complain. I usually went first class, and if possible on a train with a Pullman.
So far as possible I avoided events and circumstances that I knew would be liable to result in delay, overcrowding or other disruption.
On the relatively rare occasions when I DID^» (Didcot Parkway - next trains) have reason to complain, it seemed that my letter had not been read or understood properly, often the reply did not even make sense.

One particular Lady in FGW customer services always read my letter properly, and sent a considered and relevant reply.
This however was not the norm, and most letters from others in the department were clearly strung together from standard phrases. And not even standard phrases that were relevant to my complaint !

BTW^▸ (by the way), is it permitted to name the lady here ? I appreciate that we avoid criticising individual employees on these forums, but in this case I am offering praise for doing a good job, not criticism.

[ellendune]

This however was not the norm, and most letters from others in the department were clearly strung together from standard phrases. And not even standard phrases that were relevant to my complaint !

Outsourcing customer services enquires never works this is the sort of thing that happens whenever it is done whatever the organisation.  Companies should realise that their relationship with their customers when it has gone wrong is critical to the business. 

One company I know in another sector said that if they had done something wrong they always wanted their staff to be the ones who turn up and deal with it as only then would they have control over what was said and done!