Our Passenger Charter sets out some clear standards for the service we provide to our passengers. For example, how to comment or complain, our commitment to listen to your views, information on buying your tickets and about our refund policy. For your copy of our Passenger Charter, download it using the link below. Metro performance Metro aims to maintain high standards of reliability (99.4%) and punctuality (92.5%). To see what we have achieved this period, have a look at how well Metro is performing. Comments and complaints We aim to answer 92.5% of email, written and telephone complaints within ten working days. In the four week period between 20 July to 16 August we answered 98.6% of complaints within ten working days. In total we received 166 complaints and 2 contacts of praise/thanks.
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