Current status: Answered by Jenny Gilruth on 3 November 2022
To ask the Scottish Government how many complaints from (a) passengers and (b) staff have been received by ScotRail regarding train services in the South of Scotland in 2022, broken down by the (i) reason for the complaint and (ii) local authority area.
ScotRail does not record passenger complaints data by region or local authority area, but by rail route. The following table shows ScotRail’s complaints data for routes which serve the South Scotland region from 1 April 2022:
Complaint Type | April | May | June | July | Aug | Sept | Oct |
1st Class | 1 | 0 | 0 | 0 | 0 | 0 | 0 |
Assisted Travel | 0 | 0 | 1 | 0 | 0 | 0 | 0 |
Capacity | 3 | 3 | 7 | 5 | 1 | 0 | 3 |
Environment | 2 | 2 | 4 | 3 | 6 | 3 | 2 |
Information Provision | 1 | 1 | 0 | 0 | 0 | 2 | 2 |
Policy And Product | 6 | 5 | 2 | 0 | 3 | 2 | 1 |
Rail Replacement | 1 | 0 | 1 | 0 | 0 | 0 | 0 |
Safety & Security | 2 | 0 | 0 | 1 | 0 | 0 | 1 |
Smartcard | 0 | 0 | 0 | 0 | 0 | 1 | 0 |
Staff | 4 | 4 | 5 | 3 | 3 | 4 | 6 |
Station Facilities | 2 | 0 | 0 | 0 | 0 | 1 | 0 |
Ticket Buying Facilities | 1 | 0 | 0 | 0 | 2 | 1 | 1 |
Timetable | 0 | 2 | 0 | 5 | 1 | 0 | 2 |
Train Service Performance | 5 | 17 | 9 | 4 | 2 | 7 | 9 |
TOTAL | 28 | 34 | 29 | 21 | 18 | 21 | 27 |
ScotRail has confirmed that the routes detailed below were included in this data. The member should note that the data reflects complaints which may have occurred at any point on the route:
ScotRail does not record staff complaints and therefore the information is not available.