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At Northern we believe that you should receive excellent service everyday. 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.

We welcome positive comments as well as feedback that highlights where we can improve.

If you would like to make a complaint there is some important information we will need to resolve it for you:

  • Contact details
  • Information about the service (time of train & destination)
  • The reason for your complaint
  • What you would like us to do?

If you have received great service from a team or individual member of staff we’d love to know so we can reward them.

If you have been delayed and want to request compensation please fill in a delay repay form.

Additional forms are also available on our website, at manned stations and can be posted to you from the Customer Experience Centre which can be contacted on 0800 200 6060.

The industry regulator, The Office of Rail and Road (ORR), is undertaking market research to understand how well we dealt with complaints. This will involve a short online survey about how your complaint was handled and will be sent to you via email by a professional research agency called Critical Research . If you do not wish to be contacted about the survey, please make this clear in the free format box in the form. Alternatively, you can contact us on 0800 200 6060.


So that we can identify the train or location you are commenting about, it would be helpful if you could complete the following details.

Please note that you can only upload one file per submission, so you will need to combine these prior to upload.