Help & Contact

National Rail 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 and other compensation for delays
  • Ticket refunds
  • Customer service
  • Booked reservations and assitance

Contacting National Rail Enquiries

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

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

Calls cost no more than calls to geographic numbers (01 or 02) and may be included in inclusive minutes and discount schemes in the same way.

For media enquiries, please see bottom of the page.

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.

National Rail Enquiries, Customer Relations Team
Unit 16,
Coalfield Way,
Ashby De La Zouch,
Leicestershire, LE65 1JT

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.

Media enquiries

If you are a journalist with a media enquiry you can contact the Rail Delivery Group media team. The Rail Delivery Group represents train operators and Network Rail.

Email: media@raildeliverygroup.com

If you are not a journalist you should call the contact centre.

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Last updated:   05 June 2020