(15 Nov 2014, 8:41 am)citaro5284 wrote Put a complaint into our wonderful nationalised train operator East Coast on 15 October, and still waiting for a reply.......so I have had to send it again. The automated email that came back saidThey aim to in 10 days, not they will do in 10 days. We'll never know if they've aimed to do so or not.
"Thank you for contacting the East Coast Customer Relations department. As stated within our East Coast Passenger's Charter, we aim to respond to all written correspondence within 10 working days"
shame they did not adhere to this the first time round isnt it.
I personally think 10 days is too long anyway. There should always be an acknowledgement within 24 hours (where practical), and the customer should always be regularly kept up to date until agreed closure of the complaint.
Too many companies are too quick to just close complaints, without even making it clear to the customer, whether they're actually upholding it...