Vision

A world-class sustainable transport system that acts as a catalyst for an improved quality of life for all.

Values

Customer Focus
Delivering consistently what the customer wants.

Integrity
Doing the right thing, and treating others how we would expect to be treated.

Inspiring
Improving what we do by nurturing and using our full potential to use creativity to be the best.

Professionalism
Setting standards for everything we do and striving to achieve them at all times.

Working with others
Actively seeking out opportunities to work with others to deliver a shared goal.

We aim to provide safe and convenient transport between stations on the system. On weekdays and Saturdays, we are open from 06:30 until 23:30, and on Sundays from 10:00 until 18:00.

The Subway operates every 4 minutes during morning and evening peak periods, Monday to Friday.

During off-peak periods, the service frequency will vary to match passenger demand.

SPT has provided more than 1,100 Park and Ride spaces which offer excellent value for all day parking. All car parks are equipped with closed-circuit TV surveillance.

SPT will continue to monitor progress towards the above performance indicators on a regular basis and will publish results at relevant intervals in all stations.

Your safety and security is our top priority.

Passengers should take great care when using stairs and escalators.

Passengers should also be careful on the platform when getting on and off trains. It is very important that you don't attempt to get on or off a train while the doors are closing.

You should be careful when moving about inside a train while it is moving. You are recommended to remain seated at all times while the train is moving. If you are standing, you should hold on to one of the handrails.

Closed circuit television (CCTV) is used extensively in Subway stations to monitor your safety and security. The Subway is policed by British Transport Police who exercise their duty to help prevent crime and maintain public order on the railway.

The SPT Subway is maintained to ensure safety and reliability, but the system is complex. Safety-critical equipment like the signalling system is designed to be fail safe. This may prevent train operation and disrupt your journey.

Suspension of service can be caused by equipment failure or factors outwith our control such as external power supply failure.

If a service suspension is unavoidable, public address announcements will be made to advise and direct you. Station staff will be on hand to assist and notices will be posted at station entrances to advise incoming passengers.

If train operation in one of the two circular directions has been suspended, customers will be offered the opportunity to use the other direction of travel to reach their destination Subway station. This normally adds no more than 15 minutes to the journey.

If one circular route has been suspended and it does not suit you to travel in the opposite direction, you may have your ticket refunded at the station ticket office. Those with season and multi-journey tickets will be offered a refund of a single journey.

If train operation in both circular directions has been suspended simultaneously, you will be refunded your ticket fare if you have not reached your destination. Those with season and multi-journey tickets will be offered a refund of a single journey.

As an alternative to a refund, 'emergency' bus tickets will be issued to customers affected by such suspensions, to enable them to use an available bus service provided by any bus operator with whom we have a reciprocal arrangement.

Alternative rail travel may be offered to customers at Partick station wishing to travel to the city centre.

Getting things right

We believe in giving credit where credit is due. Although it is generally more common to complain than to give praise, we believe that positive customer feedback can motivate our staff to provide even higher levels of customer care.

If you have received or heard about exceptional customer care from one or more members of staff, please let us know by completing the compliments form available at all SPT outlets or online to compliments@spt.co.uk.

Suggestions for improvement

We also welcome your suggestions and comments as they give us the opportunity to improve the services we offer to you. If you would like to pass on your suggestions or comments, please complete the suggestions form available at all SPT outlets or send them online to suggestions@spt.co.uk.

Enquiries

If you have an enquiry relating to any of our services please send it to enquiry@spt.co.uk or to the address given below.

Getting things wrong

If you are not satisfied with our services or any matter related to our service provision, please contact us and we will try to put things right quickly and take action to prevent it from happening again.

We take complaints about our services seriously and deal with them in confidence. You can complain:

• in person at any of our outlets;
• by phoning any of our outlets;
• by emailing complaint@spt.co.uk or
• in writing.

Stage One

Most problems can be resolved informally by speaking directly to a member of staff. They will either resolve your complaint immediately or pass it to their Line Manager, who will acknowledge in writing your complaint within 3 working days. In most circumstances, a full response will be provided within a further 5 working days (8 in total). Where we cannot provide you with a full response within the agreed time, we will advise you of the reason why we cannot meet the deadline and provide you with a timescale on which you can expect a full response.

Stage Two

If you feel you still have a complaint, the Director of the service will then look into the matter and contact you with a reply within 10 working days.

Stage Three

If you remain unhappy with the response you receive, you can ask to have your complaint looked into by the Chief Executive (the letter you will receive from the Director of the service will tell you how to do this). You will normally receive a reply from the Chief Executive within 10 working days.

Scottish Public Services Ombudsman

The Scottish Public Services Ombudsman considers complaints about public bodies. The Ombudsman investigates complaints about an organisation that has: provided a poor service; delivered a service badly; or failed to provide a service. The Ombudsman will only consider complaints if the issues concerned have exhausted the three stages of SPT's own complaints procedure. The Ombudsman can be contacted by:

• Tel: 0800 377 7330
• Fax: 0800 377 7331
• Text: 0790 049 4372
• email: ask@spso.org.uk
• Write: The Scottish Public Services Ombudsman, Freepost EH641, Edinburgh EH3 0BR
• Website: http://www.spso.org.uk

Further information on the services provided by SPT is available on this website.

While any inconvenience to passengers is of course regretted, SPT cannot accept responsibility for missed appointments or connections resulting from any delay in, or cessation of service.

This passenger charter does not create any new legal relationship with you, nor does it affect your legal rights.

Calls and e-mails may be recorded and/or monitored to ensure quality and for staff training purposes.

Customer Services Manager
SPT Subway
Broomloan Depot
Robert Street
Glasgow, G51 3HB

or

Tel: 0141 333 3159
Fax: 0141 425 1023

email: compliments@spt.co.uk
suggestions@spt.co.uk
enquiry@spt.co.uk
complaint@spt.co.uk