National Rail Conditions of Travel - Part F Your Refund and Compensation Rights

35.1 If you need to make a claim against a Train Company or Rail Service Provider for personal injury or any loss or damage to property, or a claim or complaint arising under the Passenger’s Charter or these Conditions, you should write to the relevant Train Company or Rail Service Provider in the first instance.

35.2 If you are not satisfied with the outcome of your claim against a Train Company or Rail Service Provider you can contact the Rail Ombudsman at www.nationalrail.co.uk/RailOmbudsman(external link, opens in a new tab) or www.twitter.com/RailOmbudsman(external link, opens in a new tab) or 0330 094 0362.

35.3 Please note that a Train Company is not responsible for:

35.3.1 any losses that occur while you are travelling in any other Train Company’s trains;

35.3.2 another party not providing goods or services; and

35.3.3 any losses that occur while you are using those other goods or services. However, each Train Company will help you if you have a claim or a complaint about your journey, either by dealing with the matter itself or by passing it on to the Train Company(s), Rail Service Provider or other third parties or person(s) providing the goods or services in question.