Making a complaint about your train company

If you have a complaint about a train company please contact them first.

Please follow the tips below to complain about your train company:

  1. Gather the relevant information: This could include specific journey details such as departure station, date, time and ticket type.
  2. Contact the train company concerned: This may be done via their website, by email or by phone. If you’re not happy, make a complaint.
  3. Finding a resolution: You should receive a response within 20 working days.
  4. Not happy with the response? You have the right to request that your train company escalate your complaint. They have a maximum of 40 working days to try to find a resolution.
  5. If your complaint is not resolved: You can now ask the Rail Ombudsman to investigate using the online form on their website. The Rail Ombudsman can also be contacted by email at and by phone on 0330 094 0362.

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