Contact us

Comment about a train journey, station or ticket office?

If you have a comment or complaint about a train journey station or ticket office you should contact the Train Operating Company or station operator directly. This includes the following topics:

  • Delay / Repay
  • Ticket Refunds
  • Compensation for delays
  • Booked Reservations

Contacting us

For enquiries about train times, fares, season tickets and station information

03457 48 49 50

(Open 24 hours every day except Christmas Day)

Customer Relations

Quality of information is always our top priority but we know things can go wrong. If you think there is something we should know about our services please get in touch. We'll aim to respond within 10 working days.

customer.relations@nationalrail.co.uk

0800 022 3720

(Open Monday to Friday 09:00 to 17:00 excluding Bank Holidays)

Customer Relations Team
Suite 410
1 Northumberland Avenue
Trafalgar Square
London
WC2N 5BW

 

To discuss any aspect of our response please contact the Customer Relations Team who will ensure your concern is reviewed.

Further Complaint Handling

In the event that you remain dissatisfied, you can contact the Rail Ombudsman, or the independent consumer watchdog, Transport Focus, or for journeys in the London area, London TravelWatch.

Detailed information on what to do if you are unhappy with the response from National Rail Enquiries, a Station Operator or a Train Company can be found on our Unhappy with the response from National Rail Enquiries? page