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Making a complaint

If you have a complaint, in the first instance you should contact the Customer Services department of the train operator using their complaints process; details will be available on their website or from their stations.   If the train operator does not resolve the problem to your satisfaction, then you can appeal to a watchdog:

The National Rail Conditions of Carriage and the Passenger’s charter for the appropriate train operator cover your rights and responsibilities as a traveller.

If you feel that your local rail service needs to be improved you can also join your local Rail User Group – or Railfuture.

The Which consumer rights organisation gives more advice on what you can claim for and how.



When things go wrong | Changing your mind | Ticket machine not working | Ticket lost stolen or damaged | Reserved seat not available | Missed connection | Cancelled or missed connection with last train | Alternative routes in the event of delay | Delay repay | Penalty fares

Railwatch