Unhappy with the response from National Rail Enquiries?

Please give us the opportunity to try to resolve your complaint.  If you are unhappy with the response you do receive, you have the right to appeal to the Rail Ombudsman. 

The Rail Ombudsman is there to help resolve ongoing complaints/disputes between us and our customers.  It is free to use their services and they are independent of the rail industry. They do not take sides, but just look at the evidence available. They will help us both to try to reach an agreement, but if this does not happen, they will make a decision based on the evidence they have received. If you agree with their decision, then we have to act on what they say.

You can appeal to the Rail Ombudsman if:

  • you are unhappy with our final response to your complaint which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
  • we have not resolved your complaint within 40 working days of receiving it; and
  • no more than 12 months have passed since we sent you our final response.

There are some complaints that the Rail Ombudsman will not be able to look into, for example if it is about the way one of our services has been designed, industry policy or if your complaint relates to an event which took place before the Rail Ombudsman service was established.  If that is the case, then they will contact you to let you know. If possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London TravelWatch – the independent consumer watchdogs for the rail industry.  They can independently review your complaint and where appropriate, follow things up on your behalf.

Rail Ombudsman

Website: www.railombudsman.org
Phone: 0330 094 0362 (Monday to Friday 09:00 to 17:00)
Textphone: 0330 094 0363
[email protected]
Twitter: @RailOmbudsman

You can also contact the below independent passenger groups for advice:

Transport Focus

Email: [email protected] 

Phone: 0300 123 0860

Transport Focus
PO Box 5594



London TravelWatch

Email: [email protected]

Phone: 020 3176 2999 (Monday to Friday 09:00 to 17:00)

London TravelWatch
5-11 Lavington Street


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Last updated:   18 March 2021