How can we help you
Help with online bookings & app
If you have an account, you can easily refund or change your ticket online or on our app.
If you're having issues using the website, try deleting cache and cookies. If you're using the app, try uninstalling and reinstalling.
If you still need help, check out our FAQ page or call our Web Support Team on 0345 600 7245 (Select Option 3, open 08:00-17:00).
For app issues, please ensure you provide as much info as possible to help us replicate the issue, including your device, device software, which can be found in your phone settings (e.g. Android 5) and app version, which can be found at the bottom of My Account.
How to contact us
Post: 'Freepost GREATER ANGLIA CUSTOMER RELATIONS' (this is the full address)
Tel: 0345 600 7245 (Select Option 8)
Monday to Saturday: 08:00-20:00
Sunday: 10:00-20:00
Bank Holidays: 09:00-18:00
Please don't send us images of passports, credit or debit cards, driving licences and bank statements or information which is personal to you.
British Sign Language
If you are a BSL user, we've partnered with the free Online British Sign Language Interpreting Service, SignLive. SignLive connects you to an online BSL Interpreter, who will communicate with our staff and sign their responses back to you.
Want to give feedback?
We want to hear from you about how we’re doing as a company. What did we do well, and what could we do better? This survey should take no more than 5 minutes and your answers are completely anonymous.
View our Passenger Charter, Complaints and compensation handling procedure, and the National Rail Conditions of Travel for further help.
Other Contacts
London TravelWatch is the independent, statutory watchdog for transport users in and around London.
Greater Anglia is committed to working with London TravelWatch to ensure the best journey experience possible for everyone travelling in and around London.
Transport Focus is an independent consumer watchdog aiming to get the best deal for passengers.
If you are not happy with our final response to your complaint, or you have received what is sometimes referred to as a 'Deadlock Letter'. Or we have not resolved your complaint within 40 working days of having received your complaint or It is within 12 months of any final response from Greater Anglia. Then you may wish to contact The Rail Ombudsman for further information, advice or to ask them to take up your complaint.
Online: https://www.railombudsman.org/
Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email: [email protected]
Twitter: @RailOmbudsman
By Post: FREEPOST – RAIL OMBUDSMAN
How are we doing?
We publish information about how quickly we respond to complaints, how we support assisted travel, and how we handle Delay Repay compensation.