Customers are at the heart of all that we do. However, sometimes things go wrong and we may not be able to provide the level of service that we promised. We value any feedback that our customers provide and use this in positive way to improve the level of service we offer.
We aim to resolve and respond to all complaints within 10 working days. Response time may vary during busy periods.
If you travelled with us and completed your journey by train and suffered a delay of 15 minutes or more you are entitled to compensation through our delay repay scheme. For more information, click the button below.
Railway Ombudsman Scheme
Please give us the opportunity to try to resolve your complaint. If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman.
The Rail Ombudsman is there to help resolve disputes between us and our passengers. It’s free to use their services and they are independent of the rail industry. They don’t take sides, but just look at the evidence available. They will help us both to try to reach an agreement, but if this doesn’t happen, they will make a decision based on the evidence they’ve received.
If you agree with their decision, then we have to act on what they say. For further information about the Rail Ombudsman Scheme please click the button below.