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Customer complaints handling policy

1. Introduction

At Transport for Greater Manchester (TfGM) we are committed to delivering safe, reliable, and efficient transport services. We value customer feedback, take complaints seriously and view them as an opportunity to improve our services. This policy outlines our commitment to handling complaints fairly, efficiently and consistently.

2. Scope

This policy applies to all TfGM's services and infrastructure, including:

  • Bus Services
  • Metrolink (Tram Services)
  • Rail Services (within TfGM's jurisdiction)
  • Active Travel (Cycling & Walking Infrastructure)
  • Road Networks & Traffic Management
  • Tram stops
  • Interchanges
  • Bus shelters and stops
  • Customer service, including interactions with our staff
  • Accessibility concerns
  • Ticketing, fares and penalties
  • Concessional travel
  • Provision of information relating to TfGM services

3. Definition of a complaint

A complaint is any expression of dissatisfaction by a customer regarding TfGM services, policies, staff conduct, or actions taken by TfGM that affect the customer. Complaints can be submitted by passengers, customers, businesses or other stakeholders.

4. Our principles

  • Customer-first: We prioritise the needs and concerns of our customers in all our operations.
  • Transparency: Our processes are open, and we communicate clearly with complainants about the status and outcomes of their complaints.
  • Confidentiality: All complaints are handled with the utmost confidentiality, sharing information only when necessary and in compliance with legal obligations.
  • Continuous Improvement: We view complaints as opportunities to enhance our services and prevent future issues.

5. 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

6. How to make a complaint

Customers can submit complaints through the following channels:

Note: Before submitting a complaint to TfGM, please check that it is about services directly managed by TfGM. For services outside our area, we will guide you to the appropriate organisation.

7. Complaints procedure

Step 1: Acknowledgement

  • Timeline: All complaints will be acknowledged immediately upon receipt.
  • Process: We will confirm receipt and provide a reference number for tracking.

Step 2: Assessment

  • Initial Review: We will determine if the complaint falls within TfGM's scope. If not, we will inform the complainant and, where possible, redirect them to the appropriate body.
  • Categorisation: We will classify the complaint based on its nature and severity to start the appropriate investigation process.

Step 3: Investigation

  • Assignment: A designated officer will investigate the complaint and gather all relevant information as necessary.
  • Engagement: The officer may contact the complainant for additional details or clarification.
  • Collaboration: If the complaint involves third-party contractors or partners, we will liaise with them to gather relevant information.

Step 4: Response

  • Timeline: A comprehensive response will be provided within 5 working days, unless further investigation is required. If more time is required, we will notify the complainant with an updated timeline.
  • Complex Issues: Sometimes we may be required to liaise with third parties, for example since taking over the Bus Network we will be working closely with bus operators and this may require additional time; if so we will keep the complainant informed.
  • Content: A full response will be provided within 9 working days if the matter requires collaboration with any third party or is especially complex.
  • Resolution: The response will include findings from the investigation and any corrective actions taken.

Step 5: Escalation

  • Internal Review: If unsatisfied with the initial response, the complainant can request a review by a senior manager. This review will be completed within 10 working days
  • External Review: If still unsatisfied, and your complaint is about a bus service, the complainant may escalate the issue to Bus Users UK.

8. Customer responsibilities

We expect complaints to be made respectfully and constructively. TfGM maintains a zero-tolerance policy towards abusive or aggressive behaviour directed at our staff. 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
  • repetitive complaints about the same matter which has been concluded

In some cases where unreasonable behaviour is shown, we may take action to limit the contact the complainant has with us. Such occurrences are rare, and we will first write to the complainant to advise that their contact is no longer considered reasonable.

9. Confidentiality and data protection

All complaints will be handled confidentially and personal data will be managed in accordance with all relevant data laws including the 2018 Data Protection Act and UK GDPR.

10. Monitoring and reporting

  • Data Collection: All complaints are logged and monitored and we regularly review complaint trends to identify service improvements.
  • Reporting: Regular reports are generated and reviewed by senior management to ensure accountability and drive service enhancements.
  • Continuous Improvement: Insights from complaints are used to inform training, policy revisions, and operational changes to enhance service delivery.

11. Policy review

This policy is reviewed annually to ensure it remains effective and aligned with TfGM’s standards and any legislative changes.