Comment or Complaints About a Train Journey, Ticket Office or Station?

If you have a comment or complaint about a train journey, you should contact the Train Company directly.

This can include, but is not limited to, the following topics:

  • Compensation for delays
  • Booked reservations
  • Problems with the train service
  • Not receiving booking emails

If a complaint or comment relates to a station or ticket office, you should contact the station operator. This can include:

  • Problems at stations
  • Ticket refunds
  • Facilities available
  • Issues with ticket machines

You should always try and resolve your complaint with your rail service provider first. 

Rail Ombudsman

If you are not happy with the response from the Train Company or station operator, you can to appeal to the Rail Ombudsman. 

The Rail Ombudsman is there to help resolve ongoing complaints between rail service providers and their customers.  It’s free to use their services, and they are independent of the rail industry. 

You can appeal to the Rail Ombudsman if:

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

Next Steps

If your complaint does not meet the eligibility criteria of the Rail Ombudsman, they will transfer your complaint to another organisation that will 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.

To find out if the Rail Ombudsman can help with your complaint check out our FAQ Guide

Telephone: 0330 094 0362
Textphone: 0330 094 0363
[email protected]
Twitter: @RailOmbudsman

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Last updated:   25 March 2019