Making a complaint about rail services :Cross Stitch – Travel and transport
If you’re unhappy about the service you have received when travelling by train, you can make a complaint. Find out who to contact, what your complaint should say and what to do if you are not happy with the response.
Contact the train company concerned for complaints about tickets and train travel, including:
- being sold the wrong ticket for your journey
- delayed or cancelled trains
- the availability of information at stations or on trains
- overcrowding on a train service
- a penalty fare you have received and want to appeal
- the conduct of staff on the train or at a station
- accessing the train or station and any help you did or didn’t receive
- late notification of changes to a rail service because of engineering works
There’s a list of train companies in Great Britain and links to their contact details on the National Rail website. You can also find out which company runs each station.
If you bought your ticket from a retailer, like a ticketing website, contact them directly if you aren’t happy with their service.
It’s best to make a complaint at the time of the problem by contacting a member of staff at the station or on the train. If you can’t complain at the time, you should make a complaint in writing within 28 days of the problem.
What to say in your complaint
Your letter should give the reason for your complaint and a description of what happened. Include as much information as possible, like:
- the date and time of your journey and which stations you used
- how many people travelled with you
- anything you have already done to resolve the problem
- an explanation of the action you would like the company to take
If your complaint is about information given by a customer service helpline or the National Rail Enquiry Service, include:
- the date and time of your telephone call
- the full number of the phone you called them from
Along with the letter, you should send any:
- original tickets
- receipts, or a proof of purchase or reference number
Take a copy of everything you send and ask the Post Office for proof that the letter has been received. If you don’t get a reply within ten working days, call the organisation involved to check they received your letter.