Scotrail refund - 4 months too late?

[sjb-2812]

Hi all - I booked a trip in August and was due to travel the week before the late Bank Holiday. Upon checking the timetables the night before I found that my first train had been cancelled and subsequently entered the wilds of trying to get a refund for my journey. I have had some correspondence asking for the ticket references and other details which I have provided back within 24hrs or so of receipt of e-mail. The latest e-mail I have a reply to is about 4 weeks ago if the tickets were collected as below

Hi xxxx,

No, these were not collected; as on checking the timetable the evening
before I saw that the first train in the trip had been cancelled,
rendering the whole journey useless.

Many thanks

xxx

On Wed, 2022-11-16 at 17:10 +0000, customer.relations@scotrail.co.uk
wrote:
> Dear xxx,
>
> Thank you for your email.
>
> Can you please confirm if these tickets were collected from the
> station originally, and if so, whether you posted them to the
> address provided by myself in the previous email?
>
> If you are in need of any assistance in the meantime please let me
> know

Does anyone know Scotrail leadtimes on processing claims (they have mentioned a couple of times earlier in my correspondence 2 weeks or so; but this is clearly long after that).

Many thanks in advance for any thoughts - is it time to eg escalate to the Rail Ombudsman?


S

 

[Haywain]

You've been very patient! I would first try and get it resolved by Scotrail. Contact them on social media (Twitter) asking why it's taking so long to get your refund. That should get a response and hopefully get things moving.