Making a complaint to TfGM

We are sorry that something about our service is making you unhappy. Transport for Greater Manchester (TfGM) is committed to giving you the service you expect. When things go wrong, we want to know so we can put them right as quickly as possible.

How to make a complaint

To make a complaint, contact our customer service team. Information on how to contact them is on our contact us page.

What to expect after you make a complaint

If possible, our customer service team will resolve your complaint.

If our customer service team cannot resolve your complaint to your satisfaction, or if your complaint needs a more in-depth investigaton, your complaint will be passed to our Customer Relations team who will:

• contact you to acknowledge they have received your complaint
• write to you with a full response to your complaint, which you will receive within 5 working days of the acknowledgement. Occasionally, we will need more time to investigate your complaint; if so we will write to you within 5 working days to explain why we need more time and when you will next hear from us.

If you are not satisfied with the outcome of your complaint

If you feel that our written response has not resolved your complaint, you can reply to our Customer Relations team. They will arange for the appropriate senior manager to review your complaint before writing to you with a final response.

Our commitments to you

When you make a complaint to TfGM, we will:

• listen to what you have to say
• treat you as an individual and acknowledge your individual needs
• aim to resolve every issue you raise in one go
• explain the reasons why something went wrong
• treat you fairly and honestly
• communicate with you in plain language and in an easy to understand way
• learn from your feedback and take action to fix problems and make improvements to our services

If we think a person is not behaving reasonably

We are committed to listening to what you have to say and treating you fairly. Occasionally the behaviour of a person making a complaint is unreasonable and this may affect the action we take.

Unreasonable behaviour may include:

• pursuing a complaint with unreasonable persistence
• making unreasonable demands
• refusing to cooperate with the complaint investigation process
• making unreasonable arguments
• abusive, aggressive, threatening or deceitful behaviour

The action we take may include:

• completing the complaint investigation and response on its merits in a managed way
• limiting the number, duration, timing and type of contacts with our staff
• requiring the complainant to communicate only with one named member of our staff
• refusing to register and process further complaints about the same matter
• terminating all contact about the complaint and ending the complaint investigation
• reporting the incident to the police or taking legal action