Rail network complaints rate in Great Britain

The rate of complaints against rail networks in Great Britain saw a net decrease in this period after a big drop from 2002/03 to 2003/04. However, 2019/20 noted an increase against on the previous year, with 30.7 complaints made per 100,000 passenger journeys. The number of complaints made in the 2020/21 financial year was impacted by the COVID-19 pandemic. The Office of Rail and Road has chosen to exclude the figure from its 2020/21 statistical releases for this reason.

Number of complaints made against rail networks in Great Britain (UK) from financial year 2002/03 to 2019/20 (per 100,000 passenger journeys)

Characteristic	Complaints per 100,000 journeys
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Release date

January 2022

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Region

United Kingdom (Great Britain)

Survey time period

2002 to 2020

Special properties

financial year runs from April 1 to March 31 of each year.

Supplementary notes

The number of complaints made in the 2020/21 financial year was impacted by the COVID-19 pandemic. The Office of Rail and Road has chosen to exclude the figure from its 2020/21 statistical releases for this reason.

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