Time limit for refund

[landlor]

Hello Friends,

 

I have this question with regards to refund claims passengers make. I am aware that passengers have to make claim for delay with 28 days of the delayed journey. So far so good.

 

But How long can the rail companies take to refund the money? Will they not be subject to any existing rules to make refund within certain number of days.

 

Was wondering if this kind of claim is any different from general consumer laws. I am sure there are rules about the time limit within which a customer/client must be refunded, if a valid refund claim is made?

 

Thanks

[honeybee13]

Hello there.

 

Can you tell us a bit more about your case and some specifics please? Then I expect the forum guys will be able to advise you.

 

HB

[landlor]

I had sent a claim and got the refund, Thankfully.

 

This experience just sparked me to know what rules are rail companies subject to? Basic Consumer Laws or any different for railways?

[landlor]

Hello Friends, Any input on this please. Came home from office expecting a reply.

[firstclassx]

There's no real rules.

 

The railway doesn't technically have to offer ANY refunds, at the moment, the current version of National Rail Conditions of Carriage which the train companies have all agreed to for the time being, allows you to claim a refund on certain, limited number of ticket types and products, subject to the usual fraud checking procedures.

 

Most TOCs try and provide a response within 21 days of receiving your correspondence, and for a cheque etc to be issued, especially of any real value, is likely to be another 1-3 weeks after that. Normally customer service managers validate the eligibility for a refund, before passing on to the Accounting/finance managers to further check and issue the cheque, which generally will be issued in large batches, not adhoc for one customer.

 

In terms of Delay Compensation, which is NOT to be confused with a refund, you need to read each individual TOCs "Customer Charter" for the timescales they agree to provide a full response by, but again is typically 21-28 days, unless there is a major backlog, and in which case they will only acknowledge your correspondence within that timeframe, and give an indication of when they will reply in full. The Department for Transport approves the "Customer Charters" when the franchise contracts are exchanged and signed etc, as well as if TOCs make any subsequent changes.