Written complaints should be addressed to:
Brian Hackland
Transformation Director
GO Network Centre and Services
Eland House
Bressenden Place
London
SW1E 5DU
We will send a written acknowledgement within two days of receipt, indicating how long the investigation will take and when a response will be given (normally within fifteen working days). If we take longer than the original estimate, we will keep you informed of progress and give you a revised estimate of the response time.
If we judge your complaint to be justified, the Transformation Director will send you an apology with an explanation of why we failed and the steps we are taking to prevent it happening again.
If your complaint is judged to be unjustified, we will give you an explanation of our decision.
We will respect your wishes if you prefer to remain anonymous.
