The Company shall procure that all comments received regarding the Services provided under this Agreement shall be investigated and responded to. If the cause of the complaint is outside the Company's responsibility, the response shall include the name and address of the relevant body and, if appropriate, confirmation that the complaint has been passed on.
All comments shall be recorded in a customer comments log which shall detail the date of entry and response to the comment.
Following receipt of a complaint, a response shall be sent within one week. If this is not possible, an acknowledgement shall be sent within one week and a response or further follow-up within three weeks.
The Company's conditions of carriage and regulations shall be available to passengers on request.
The Company shall ensure that where possible all trains carry an internal notice in a conspicuous position giving the name of the designated official in the Company's organization and the address to which complaints should be sent, together with contact details for the Agency.