Help & Contact Us

Contact Centre information

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:

Phone: 03457 48 49 50
(Open 24 hours every day except Christmas Day)

Feedback on the National Rail website

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

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

Email: customer.relations@nationalrail.co.uk

Phone: 0800 022 3720
(Open Monday to Friday 09:00 to 17:00 excluding Bank Holidays)

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

The above contact details are for comments and complaints about National Rail Enquiries (telephone service, website and apps).

Comments, complaints and feedback about delays, refunds and claims, train journeys, stations or ticket offices should be sent to the appropriate Train Operating Company or station operator.

If you remain dissatisfied you can contact the Rail Ombudsman or independent consumer watchdog, www.transportfocus.org.uk or for journeys in the London area, www.londontravelwatch.org.uk.

Full contact information for the Rail Ombudsman can be found here.

Last updated:   03 April 2019