Feedback & redress

What to give us feedback or make a complaint?

Our staff are trained to assist all of our customers. If, however, you have not received the level of assistance you expect when travelling with us, please let us know as soon as possible. We can quickly investigate this and understand what went wrong.

How to get in touch

You can get in touch with us via the following:

Our Customer Relations team are available between 07:00 – 19:00 Monday to Saturday, and 08:00 16:00 on Sundays. The team is not available on bank holidays, Christmas day and Boxing day.

If your journey was delayed by 15 minutes or more, you can also claim compensation under our Delay Repay scheme.

What you need to know

If you were traveling on our services only

Regardless of whether you booked assistance in advance or not, if it hasn't been delivered we will provide you with compensation for your journey. Where your assistance was for travel on one of our trains, we will offer you a full refund for the cost of the journey.

If you were traveling on another train company’s service

We ask you to contact that train operating company direct so they can investigate and feedback directly with you. However, if you are unknowingly submitted a complaint about another train operator, we can forward your complaint to that operator and request a response directly from them.

How we use your feedback

Your feedback helps us to improve our services both now and in the future. We take your comments and complaints very seriously and will do everything we can to put things right. We aim to resolve all complaints to your satisfaction, quickly and effectively.

Further details on our feedback and redress policies can be found under section H of our Accessible Travel Policy.