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.
We have designed an easily accessible system that allows you to get answers if you are not satisfied with our service. Your comments help us to identify what we need to do better so that we can take action to improve our service to you in the future.
This complaints handling procedure is available on this website, at staffed stations that we operate and at stations that we serve. You can also contact our Customer Experience Centre on 0800 200 6060 and ask us to send you a copy.
If your complaint is about a delayed train you may be able to claim Delay Repay compensation. Our Customer Promise contains full details please click the link below for a copy:
Our Delay Repay compensation details can be found here - please click the link below:
All UK passenger rail operators’ complaints handling procedures will also be available on the Office of Rail and Road’s website.
Posters at stations will explain how to get a copy of the complaints handling procedure as well as how to make a complaint.
If you are not satisfied with our responses, you can contact Transport Focus:
Phone: 0300 123 2350
Post: Freepost RTEH-XAGE-BYKZ
PO Box 5594
Southend On Sea
If you have been affected by travel disruption, we are really interested as an industry in hearing your views on the quality of information you received in these circumstances. Please provide any feedback you may have through this survey.