Complaints

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’re committed to respond within 20 working days, and we’ll be working to reduce the response time – we’ll update you here in 2018.

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. There is always somebody over the phone between 06:00 and 22:00 who can update you on the status of your complaint.

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 London Travelwatch and Transport Focus – our industry watchdogs – who will assist you further.

The European Commission Online Dispute Resolution platform

We hope that we are able to resolve any of your queries through our website and customer service team. However if you are unhappy with how we have dealt with your query, you can contact the European Commission Online Dispute Resolution Platform here.



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