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.

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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:

Template letter for delays

Template for writing to your MP

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Case of the week

A passenger booked two return tickets from First Great Western (FGW) telesales, for travel from Paddington to Scilly Isles. This package included helicopter travel from the mainland to the Scilly Isles and the passenger received a package including the helicopter details and what also appeared to be his tickets for the journey. The passenger presented himself on the day of travel and showed what he believed were the tickets, however, these turned out to be receipts instead. He tried to resolve the situation at the station before travelling and spoke to the Paddington customer services desk. Prior to boarding he called FGW helpline, but they were unable to help him. The passenger believed the advice he was being given was contradictory and was charged for a further two tickets costing £214.00 which FGW refused to refund, with the explanation that he should have of brought the issue to their attention sooner.
 
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.

 

See Also