National Rail Enquiries

 

Before you contact National Rail Enquiries...

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
  • Booked reservations and assistance 

For comments or complaints about Railcards, see the National Railcards page for detailed information on how to contact us regarding your issue. This includes the following topics:

  • Lost or stolen Railcards​​​​​​​
  • Downloading the Railcard app
  • Checking eligibility

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National Rail Enquiries

For enquiries about train times, fares, and Season Tickets

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.

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 using the webform below.  ​​​​​​​​

Contact Us

If you think there is something we should know about any National Rail Enquiries service, please get in touch using the webform on the right, choosing the topic that best defines your comment or complaint.

We will acknowledge your email within 24 hours, and aim to reply within 10 working days.

What Happens Next?

If you are unhappy with our reply please let us know. If we are unable to resolve the enquiry or complaint we will issue a ‘deadlock letter’ whereupon the matter can be raised with the Rail Ombudsman. See 'Complaints' tab for details of eligibility. 

 

Contact National Rail Enquiries

 

 

 
Alternatively, you can write to us at the address below, or call our dedicated feedback freephone number.

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

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

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

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Last updated:   10 November 2021