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.


Please describe the issue or fault below. If you are reporting a fault on a train, please include the carriage number (at the end of the carriage or on the door) and a brief description of the location of the fault.

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.