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Most tickets are available until 14.04.2017
Travelling in a group of 10 or more? For a range of great discounts and benefits get in touch with our dedicated Group Travel team on 03457 125 678
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.
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.
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.
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.
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