How to tell us if something's gone wrong

As part of our Passenger’s Charter commitment, our aim is to provide you with:

  • A safe, clean, reliable train service
  • Safe, clean stations
  • Clear, reliable and timely information
  • Friendly, helpful and polite staff

We work hard to make sure our trains run on time and provide you with excellent customer service but sometimes things can go wrong. When this happens we want to hear how we have failed to meet your expectations.

We take complaints seriously. We investigate them fully and will get back to you as soon as we can.  We are committed to responding within 20 working days and continue to work on reducing this timescale.

Our Complaint Handling Procedure sets out full details of our commitment to customers who choose to comment about our service. When you make a complaint, it comes through to our dedicated in-house Customer Service Centre, where well-trained, professional staff will follow it to resolution.

There are rare occasions when our investigation procedure may take longer than the industry standard of 20 working days – we will keep you updated if there is going to be a delay.

We want to improve our complaints handling to help us offer you a better service. If you are unhappy with our response, you can go to the Rail Ombudsman who will assist you further. 
Opening Hours: Monday to Friday 09:00 – 17:00
Phone: 0330 094 0362
Textphone: 0330 094 0363

There are some complaints that the Rail Ombudsman won’t be able to look into, for example if it’s about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established.

If that’s the case, then they’ll contact you to let you know. If possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London TravelWatch – the independent consumer watchdogs for the rail industry. They will independently review your complaint and where appropriate, follow things up on your behalf.

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