An angry commuter feels doubly let-down after not receiving a response to her complaint over delays, poor service and dirty carriages.

More than two weeks ago Lucy Russell, 38, from Horton Hill, Epsom, made a complaint and demanded a meeting with a train company director and a refund on her season ticket.

But Ms Russell, who pays over £2,000 for an annual season ticket to commute from Ewell West to Waterloo, is still waiting for a reply from customer services at South West Trains.

She said: "I’m definitely very angry. I feel doubly failed by the company because they haven’t even bothered to respond. Nobody has contacted me to say sorry."

In her second complaint, made on Tuesday morning, she said: "It seems the outcome of my complaint is this: you have not only failed in providing me with the travel service that I paid for.

"You appear to also be failing your customers in terms of responding to complaints in an appropriate and timely manner, my first email of complaint has been totally ignored."

Your Local Guardian:

In response to her original complaint, a South West Trains-Network Rail Alliance spokeswoman told the Epsom Guardian there was a passenger forum at Waterloo on December 10 and customer services could provide details of compensation for disruption.

She said: ""We're sorry to hear about the problems experienced by Ms Russell when travelling with us over the past week.

"We work 365 days a year to maintain and improve the infrastructure along our route to provide a safe and reliable service and will continue to invest millions of pounds to achieve this, and boost capacity, on one of the busiest railway lines in Europe.

"It is a challenge to access the railway to carry out significant works but we continue to plan for further upgrades to provide a better service to passengers."

Your Local Guardian:

But Ms Russell, who was late to work because of delays on the trains on Tuesday and Wednesday, said that she could not attend a forum at 2.30pm due to work.

She said: "They said I could contact your customer service department regarding a refund for the disruption to my travel; is that not who I have been emailing?"

A South West Trains-Network Rail Alliance spokeswoman said: "We aim to respond to 90 per cent of comments and complaints within 10 working days; on occasions it may take longer to provide a full reply.

"If this is required, we will update our customer within 10 working days. If we are still unable to give a full reply within 20 working days, we will contact our customer again to give a further update.

"We also regularly provide ways for our customers to talk to our senior managers team either face to face at passenger forums or on line via Twitter "tweet the manager" sessions or webchats."