Comment or complaint 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 Company or station operator directly.

This includes the following topics:

  • Ticket refunds
  • Compensation for delays
  • Booked reservations
  • Problems with the train service
  • Problems at stations
  • Issues with ticket machines
  • Not receiving booking emails

You should always try and resolve your complaint with your rail service provider first. 

Rail Ombudsman

If you are not happy with the response from the Train Company or station operator, you may be able to appeal to the Rail Ombudsman.  The Rail Ombudsman is there to help resolve on going complaints between rail service providers and their customers.  It’s free to use their services and they are independent of the rail industry. 

You can appeal to the Rail Ombudsman if:

  • you’re unhappy with the rail service provider’s final response to your complaint which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
  • the rail service provider hasn’t resolved your complaint within 40 working days of receiving it; and
  • no more than 12 months have passed since the service provider sent you its final response.

To find out if the Rail Ombudsman can help with your complaint check out our FAQ Guide

Telephone: 0330 094 0362
Textphone: 0330 094 0363
Twitter: @RailOmbudsman