Tips

Before you start make sure you have a valid complaint and ensure that you approach the correct train operating company. Our station finder can tell you which train company you need to complain to and provides their contact details.

The following sources may help you find out if you have a valid complaint:

• the Advice and complaints - Rail section of this website
• the National Rail Conditions of Carriage
• the Passenger Charter of the train company involved - these can be found on the train company websites.
  

If you are still unsure if your complaint is valid please telephone our helpline on 0300 123 2350 for more information.

It is also vital to ensure you have your original tickets (or proof of purchase such as a bank statement) and any receipts you may need to send in with your letter.