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Travel and transport

Making a complaint about rail services

Do you have a complaint about a rail service, station or train? This section explains how to register your complaint and how to take it further if you are not happy with the outcome.

Registering your complaint

If you have a complaint about a rail service or journey, the first step is to contact the company who operates the line, train or station in question. Most complaints can be resolved in the first instance by dealing directly with the company responsible.

Try to contact someone as soon as possible, either by:

  • speaking to a staff member onboard the train
  • speaking to a member of staff at your departure or destination station

Taking the matter further

If you can't contact anyone immediately or you need to take your complaint further, it is best to put it in writing. If possible include proof of your journey (such as a ticket or receipt) along with your letter. It is a good idea to get proof of posting for your complaint letter and to keep a photocopy of any documentation you send.

Getting support for your complaint

If you are still unhappy with the train operator's response to your complaint, you can ask Passenger Focus to follow it up. An independent public body created to protect the interests of Britain's rail passengers, Passenger Focus, will review your complaint and judge whether it was handled correctly.

Passenger Focus also:

  • helps and advises on getting the best out of rail services
  • explains passengers' rights when things go wrong
  • mediates in complaints that can't be settled by the train companies
  • presses for improvements to services
  • shapes the development of rail policy, procedures and regulation
  • publishes reports and research on train services

If Passenger Focus feels there is more the rail company should have done, they can make a representation to the rail company on your behalf.

It is helpful to put everything in writing and remember to keep all copies of previous correspondence and evidence in case you need them.

Passenger helpline: 08453 022 022

Complaints involving injuries

If your complaint involves an injury received while onboard a train or at a station, it is vital that you contact someone connected with the train or station immediately.

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