Complaining about customer service Holidays and transport Laws

All you need to know about your travel consumer rights

How to complain about your train, airline, bus, tube, ferry or cruise

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How to complain about buses

How to complain about buses all the info you need

How to complain about trains

Transport for London unmoved on issue of equality  Story about equality and Transport for London. Failures in service, policies, and redress

Taken for a ride. Passenger complaints are up (& how you can get redress) Transport Focus announced in February 2018 that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. More Statistics in this post and ways to complain.

Are you on the right track with your Christmas train travel plans? Information regarding cancellations by rail companies forcing passengers to pay walk up fares as cheaper tickets for buying in advance were not released.

How to complain about train journeys (or the lack of them!) all you need to know about your rights.

Left out in the cold by a rail company? Your rights your rights when with weather related delays and cancellations.

Take your complaint about rail to the Rail Ombudsman .

How to complain about airlines

Airline compensation rates and claim letter template how much you can claim and a template letter to make it easy to claim

Landing in court with Ryanair (what you need to know about airlines and ADR too!) issues with Ryanair and ADR should you need to take the matter further with your airline

What to do when your flight is delayed – the full guide

All you need to know about booking/complaining about holidays/flights

BBC Breakfast 5th August 2015 flight delays

How to complain about ferries and cruises

Your rights and how to complain about ferries and cruises how to complain about your ferry journey or cruise

How to complain when transport has been part of your package holiday

All you need to know about the Package Travel and Linked Travel Arrangements 2018

Further advice and help with complaining about transport

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All you need to know about booking/complaining about holidays/flights/travel masses of information about all areas of your holiday




Which? survey 2019 airlines, telecoms and energy at the bottom for complaint handling.

BBC Breakfast 23/08/19 Helen Dewdney discusses the Which? customer service survey

Why you should write not ‘phone to complain effectively the importance of writing not phoning when complaining

For more help on complaining effectively see Top 20 Tips How to Complain!

5 top tips for complaining effectively


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For masses of information, tips, guidance, laws and regulations and templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!



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Want to get better at complaining? See 101 Habits of an Effective Complainer





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Save yourself time and effort finding the laws and wording a letter of complaint and download a template, fill in your details and get that redress

Purchase downloadable templates to gain redress

Holiday, flight and event complaint templates




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public figures interview series

The complaining habits of consumer people – Andy Webb

A series of interviews by The Complaining Cow

In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of Andy Webb Be Clever With Your Cash and presenter.

Andy Webb headshot

Andy Webb’s complaining habits

1) Generally, do you complain to a company regarding a faulty item?

Yes absolutely. If something isn’t up to scratch I’ll want a replacement or my money back.

2) How much does the likely redress have to be before you will complain and why?

I won’t complain about a few pennies, but often it’s the principle and not the money that’s the motivation behind any complaint I make. I hate that companies so often get away with bad service, or worse blatant rip-offs, knowing most customers will just shrug it off or are too embarrassed to make a scene. So I’ll make a stand in most cases in the hope whatever went wrong is sorted and won’t happen to others.

3) How well do you know your legal rights (Consumer Rights Act, different sectors regulations etc.)

Hopefully I’m reasonably well versed. But rules and regulations do change a fair bit so I’ll double check if I need to address something significant. Otherwise I’ll wing it based on what I (think) I know.

4) If you receive service over and above good do you give feedback? How?

You know what, not as much as I’d like. You get a lot of these email surveys after a call now and if someone has gone above and beyond then I’ll give them a really good rating. If it’s face to face, which is rarer and rarer these days, then I’ll make sure they know I appreciate it. This is a lot easier when eating out where I can tip.

5) If you receive poor service how many people do you tell (include your social media followers too!)

I’m writing this on a train. The thing is I should have been on a a different train more than an hour ago. But if I ranted about every delayed or cancelled train that would be my whole Twitter feed. I tend instead to include these stories in articles on Be Clever With Your Cash, either as examples of companies to avoid, or to demonstrate why it can be worth following through on complaints.  (See How to complain about train journeys (or the lack of them! for how to do this).

6) If you receive good services how many people do you tell?

Again, if I’d had good customer service I’m more likely to recommend it to my readers and viewers – as long as it’s also good value for money. If something is spectacular I’ll tweet about it too.

7) If you don’t really complain or it has to be a significant amount in question before you will, what stops you from complaining?

I will complain about most things! But I do weigh up what my time is worth. Last night I took a prebooked taxi from a station to a hotel ahead of some filming today. I’d been told by the production company that it was prepaid too, but the driver asked me to pay. I’d been travelling for six hours and it was late and since the fare was only a fiver I decided it was better just to pay and get to sleep!

8) What do you think of using social media to complain?

It can work wonders. Not only does it not take long, it can help my followers know who’s good and who’s bad. Of course it helps if you’ve got a profile that says you’re a money expert on the telly! Saying that I’ve not done it much. A few years ago I got £20 of Shake Shake vouchers after tweeting a picture of the sorry looking ice cream I received  and what it should have looked like.

9) Is customer service/being able to gain redress a factor when deciding where to purchase an item?

Sometimes. I won’t shop at retailers like Sports Direct where refunds are only given as store credit (though that’s not the only reason I avoid Mike Ashley owned shops!) (That is only for change of mind where there is no legal obligation for a retailer to refund at all). I’ll also gravitate to John Lewis for things like electronics and tech thanks to the extended warranty you get for free on purchase – though the dept store isn’t as good as it used to be.

10) Do you ever contact a CEO of a company? If so at what point in the complaint process?

No, I’ve never got to this point. I’ll always try to address it further down the chain, politely of course, and this has always brought me the result I want – though this can sometimes be a frustratingly long wait.

11) If you have ever used an ADR scheme (ombudsman/mediation/arbitrator) or gone to Small Claims Court tell us about it

Again, not yet. And fingers crossed I won’t have to. I try to mitigate against it getting to this stage by choosing the services I use with the best record. However I do worry when using tradesmen where I don’t have any knowledge, and it seems there’s little regulation, that this could happen.

More interviews with The Complaining Cow

Read about the interviewing habits of other public figures in the series of interviews by The Complaining Cow

About Andy Webb

Andy Webb is a money expert who is a presenter on Channel 5’s consumer series Shop Smart Save Money and runs his award-winning blog Be Clever With Your Cash. He also writes the monthly money column for Reader’s Digest. His most successful ever complaint landed him almost free broadband for a year, though he’d rather have had broadband that worked.


@andyclevercash on Twitter Be Clever with Your Cash Facebook page.

headshot Andy Webb financial journalist and bloggerRead about the interviewing habits of other public figures in the series of interviews by The Complaining Cow

Help with your complaints

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If you need help with complaining effectively and making sure you are never fobbed off. GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!



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101 Habits of an Effective Complainer provides you with more tips



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Purchase and download templates to gain redress swiftly