God AWFUL! Thieves. There is no ‘treating customers fairly at all’ when things go wrong. They won’t provide help. When THEY cancel your ticket because of a cancelled train, you ask for a refund and THEY charge you an admin fee. In my case though they cancelled my tickets as the train was cancelled and won’t give me back my money at all saying the tickets were collected, even though they were cancelled. They still have my money and I’m so angry about this, that I will take this as high as possible, involving MP’s and ombudsman. Watch this space!The convoluted complaint process is seemingly deliberate in order to prevent and deter customers from complaining. The complaint system weighs heavily in favour of, in this case, both the ticket provider and the train operator, and the system seems not to treat customers fairly at all.