How to Make a Complaint

No matter how hard we try, sometimes things go wrong, which means that we can’t give the high level of service we aspire to give to all our customers.

A complaint is defined as:

"Any expression of dissatisfaction by a customer or potential customer about service delivery by the company or is agents, and/or about company or industry policy."

Let us know if you are not satisfied with our service and we will take your comments seriously and do everything we can to put things right for you.

Contact us

Our staff will always aim to resolve a complaint on the spot. However, if they can’t fully resolve the issue, please contact our UK based Customer Service Centre in the East Midlands, who will help you.

Telephone: 03457 125 678 (option 5 and then 5).

They are available 24 hours a day, 7 days a week (except 25 and 26 December). Alternatively, please complete this form


The information we will need

When making a complaint and to help us investigate the issues you have raised, please include full details of everything relevant to your complaint. If you are making a complaint about a particular journey or station, please include the date, time of your journey, origin and destinations. We may also require details of your tickets.


Compensation

We will offer compensation if it is appropriate according to the nature of the complaint.

We pay this via various means to suit your requirements, this includes Bacs, Cheque, PayPal and National Rail Travel Vouchers. Please do let us know when contacting us, your preferred method of payment and you will receive this within 14 days of your claim being agreed.

See more details about compensation payments

See further information about our Delay Repay scheme to claim compensation for any delay of 30 minutes or more.


Response times

  • If you contact us in writing, you should hear from us within five working days of receiving your contact. However, it may take longer to provide a full reply, e.g. if an investigation is required, and if this happens we will send you an acknowledgement within five working days and a full reply within 20 working days. 
  • If a full reply can’t be made within 20 working days, we will contact you regularly to update you until a full response can be made. We aim to respond to 90% of comments and complaints within 5 working days and 100% within 20 working days.

We aim to keep to these response rates, even if there is an unexpected increase in the volume of complaints. At these times, we will work closely with the Department for Transport, Office of Rail and Road, Transport Focus and London Travel Watch  and let them know of the reason for delayed responses and the steps being taken to remedy the situation.

Contact us to make a complaint

Read about how we deal with complaints

Read about our customer complaints handling procedure