We’re sorry if we’ve let you down…..
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.
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 click here for more information.
We have a dedicated team of customer complaint managers who will investigate your complaint and we aim to resolve and respond to all complaints within 10 working days. During busy periods or for complex complaints that require multiple investigations this can take up to a maximum 20 workings days.
In order for us to resolve your complaint as quickly as possible we require some basic details such as:
- Where you travelled from and to and the time and date
- Details of any staff members you interacted with
- If your complaint relates to a station we also need the station details
- A image of your ticket valid for travel or physical ticket posted to us
- Receipts for any out of pocket expenses
How to make a complaint….
Northern are part of the Railway Ombudsman scheme
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. If you are unhappy with how we have dealt with your complaint then please let us know.
If we are unable to change our position and you remain dissatisfied with our response we will issue you with a deadlock letter.
Details of our: Customer Complaint Procedure can be found here.
Details of our: Customer Promise can be found here.