Contact the company involved

If you have a complaint about the railway or the service you have received from a train company then you should contact the service provider involved. Most complaints can be resolved by dealing directly with the company responsible.

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Tips for making a complaint

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:

If you are still unsure if your complaint is valid please telephone our helpline on 08453 022 022 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.

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Remember

  • if you have a reference number use it
  • if your complaint is not urgent then we recommend writing to the company involved because you will probably need to enclose your travel tickets as evidence of your journey
  • keep copies of any letters sent
  • it is wise to obtain proof of delivery by using a service such as recorded delivery
  • don’t send original receipts or bank statements, only photocopies
  • if you don’t get a reply within 10 working days then telephone the company to make sure they have received your letter.

Above all remember to be calm and clear about what happened and what you are looking for to resolve your complaint.

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What should I say?

You should always try to include as much information as possible
 

  • the reason for your complaint
  • a description of the inconvenience caused
  • the date and time of your journey and which stations you used
  • how many people travelled with you
  • explain anything you have already done to try and resolve the matter
  • an explanation of the action you would like the company to take
  • any other relevant details

 
If your complaint concerns information given by a customer service helpline or the National Rail Enquiry Service then make sure you include the date and time of your telephone call and the full number of the phone you called them from. This will make it possible to trace your call and will help speed up the handling of your complaint.

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What if I'm still unhappy?

If you're still unhappy or you don't feel that the complaint has been resolved to your satisfaction you can ask us to follow up your complaint.

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See Also