Unhappy?
This is what you need to do
If you have a complaint
Rail services
If you have a complaint about the railway or the service you have received from a train company then you should complain to the service provider involved. Most complaints can be resolved in the first instance by dealing directly with the company responsible.
We cannot become involved until the train company has had a chance to resolve the matter for you, but we are happy to give you advice about the best way to make your complaint.
If you are unhappy with the outcome of your complaint or you do not feel the train company handled it appropriately you can ask us to follow it up.
Passenger Focus
Are you happy that we handled your complaint correctly? You can find details of our Customer Complaints handling procedure here.
British Transport Police
If your complaint is about the British Transport Police or the conduct of its Officers or Staff then you should complain directly to the British Transport Police.
Use these templates to help you make a complaint
We've put together the following Microsoft Word templates to help you make a complaint.
You can also open these templates in the free-of-charge OpenOffice Writer if you don't have Microsoft Word. You can download the OpenOffice software by following the link below:
Download OpenOffice
To use the templates, fill in the grey boxes with the details of your individual complaint.
To download them follow the links below:
Case of the week
Passenger Focus put this case forward, highlighting the consistently of poor service, his experience and stress, inconvenience and significant additional costs that were occurred. FGW agreed and refunded the passenger in full, as well giving them two First Class tickets to allow them passenger to experience a true reflection of the service he should have received.
