How we can help you – customer complaint handling procedure

Passenger Focus is the independent watchdog set up by Government to protect the interests of Britain's rail passengers and England’s bus, coach and tram passengers outside London. We are funded by the Department for Transport but our operations and policy-making are independent of government. We offer free and impartial advice on a range of public transport related issues and also take up complaints on behalf of rail passengers who are experiencing difficulty in resolving problems directly with a train company.

We expect the train company to resolve your complaint satisfactorily but if you are dissatisfied with their answer or the way that they handled your complaint we might be able to help you. This document sets out how we can assist.