Feedback & Passenger Representation
To comment about a Train Journey, Station or Ticket Office
If you have a comment or complaint about a train journey (including delays), stations or ticket offices or wish to request a ticket refund you should find the details of the appropriate Train Operating Company or station operator and write to their 'Customer Relations Team'.
To comment about National Rail Enquiries
National Rail Enquiries provides fare and timetable information over the telephone and self-service portals using the Internet, telephone and mobile technology.
By Web Feedback form
To respond to your queries, we have a dedicated team who will respond to feedback sent via our website as soon as possible. Please select one of the following, to make sure your query is dealt with as quickly as possible:
- General Comments - To talk to us about printed timetables, maps, advertising and other comments.
- Complaints - To talk to us about any concerns you have about any of our services.
- Website - To tell us if you're having difficulties navigating or using our website.
- Problems - To tell us about any Technical Problems you've experienced or errors you've found with our Journey Planner, Live Departure Boards, TrainTracker™ or any other part of our website.
By telephone
A full list of useful telephone numbers will point you in the right direction.
By post
National Rail Enquiries
Customer Relations
Freepost RRLH-GGCC-SCRE
Rotherham
S97 3ZX
PLEASE REMEMBER - Complaints and feedback about delays, refunds, train journeys, stations or ticket offices should be sent to the appropriate Train Operating Company or station operator.
Passenger representation
Journeys outside London
Passenger Focus, the operating name of the Rail Passengers Council, is the independent national consumer watchdog for Britain's rail passengers and England's bus and coach passengers. Their mission is to get passengers the best deal.
If you make a complaint and are unhappy with the response we can take up your issue with the rail company involved.
Contact us at:
Passenger Focus
Freepost RRRE-ETTC-LEET
PO Box 4257
Manchester
M60 3AR
Phone: 0300 123 2350
e-mail: info@passengerfocus.org.uk
Web: www.passengerfocus.org.uk
London TravelWatch - for journeys in the London Area
London TravelWatch is the operating name for the London Transport Users Committee (LTUC), and was set up under the Greater London Authority Act 1999. They represent passengers views about services provided, procured or licensed by Transport for London. They are also the Rail Passengers Committee for London and represent users of rail services in and around London.
They are independent of the transport industry and, like the RPCs, will consider representations from passengers who remain dissatisfied with the way that the transport operators have dealt with their concerns.
London TravelWatch
6 Middle Street
LONDON
EC1A 7JA
Phone: 020 7505 9000 (Monday to Friday, 09.00 to 17.00)
Fax: 020 7505 9003
