Our Customer Experience Centre is staffed 24 hours a day on days when trains are running and can help with complaints, assistance bookings (if you need help during your journey) and general enquiries.

Customers are at the heart of all that we do. However, sometimes things go wrong and we may not be able to provide the level of service that we promised.

Our Customer Experience Centre is staffed 24 hours a day on days when trains are running and can help with complaints, assistance bookings (if you need help during your journey) and general enquiries.

At Northern we believe that you should receive excellent service every day. We are continually looking at ways to improve the service we provide and your feedback is one of the best ways we can do that.

If something about one of our trains or stations doesn't meet your expectations, we want to know.

We are very sorry if you have experienced a delay in your journey. We understand how frustrating this can be. We have introduced a new initiative which is part of the Northern service from 1 April, 2016 - which is called Delay Repay.