This data concerns complaint appeals resolved by Passenger Focus.
If a passenger is unhappy with the outcome of a complaint they have made to a train company, or believe the train company handled their complaint inappropriately, they can ask us to pursue it further on their behalf. We call this a complaint appeal.
The number and important dates for complaint appeals are shown in the CASES datasheets and there are separate COMMENTS datasheets for each period containing more information about the reasons (known as 'comments') that complaint appeals were made. A data licensing and explanatory notes document is also supplied, which provides guidance on how to interpret and use the data.