Complaints
If you have any comments, ideas or complaints about any of our facilities or services, get in touch.
It’s your say
Unfortunately things don’t always go as smoothly as we would like, and we think it’s important you have the chance to tell us. We’ll respond to you in full within 10 working days, but if we can’t give you our full answer within this time, we’ll send you an acknowledgement and let you know when you should expect to hear more from us.
And even if you are delayed on the services of another operator and you write to us, we’ll ensure your letter gets sent to the right people and let you know to whom we forwarded it.
Having your say
You can see our complaints handling procedure (or complaints handling procedure PDF version) or you can get hold of it by contacting our customer relations team.
It’s our promise to try to deal with your comments and concerns in a fair and reasonable way in line with the National Rail Conditions of Carriage and our Passenger’s Charter. However, if you are not happy with our response, you can contact Passenger Focus, who may be able to help. Passenger Focus is the independent consumer watchdog, set up by Parliament to protect and promote passengers’ interests. The full contact details for Passenger Focus are also shown below.
Passenger Focus
- Phone: 08453 022 022
- Textphone: 0845 850 1354
- Fax: 0845 850 1392
- Email: info@passengerfocus.org.uk
- Write to:
Passenger Focus
PO Box 4257
Freepost
Manchester
M60 3AR
Compensation form
Download our Compensation form PDF.
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