Complaints and Redress

We want all journeys to meet our customers’ expectations; however, if we do fail to provide you with the assistance you have booked, we will provide you with appropriate redress for your journey. We will promote this via our Accessible Travel Policy, social media and passenger leaflet.

We recognise that in some situations, compensation is not what you are looking for, but rather for us to learn from your experience and for you to understand the steps we are taking to stop it happening again which is why we review redress on a case-by-case basis.

If you make a complaint about an instance of assistance which failed, we will investigate what happened and discuss with you an appropriate outcome. Please contact us via one of the methods below as soon as possible with the details of your complaint and your Passenger Assistance booking reference (starting with ‘PA-’), if you have one, and we will investigate what went wrong.

Our investigation process will often involve interviewing staff and viewing CCTV footage so please include as much information as possible about your experience to enable us to identify relevant teams and investigate thoroughly. We will report back to you with an explanation of why that assistance was not provided and what steps we‘re taking to prevent a recurrence.

If your journey included travel on other operators’ networks, we will coordinate with them and provide a single response so you only need to make one complaint. If the bulk of your journey took place on another operators network, we will liaise with them and request they respond to you directly. We aim to respond to 90% of comments and complaints in 10 working days and 95% in 20 working days.

We will always comply with the Consumer Rights Act 2015 and, in line with National Rail Conditions of Travel, we will consider all additional compensation claims for any losses or extra cost caused by a service failure. This does not affect your legal right to make claims under the Consumer Rights Act 2015, although you must not seek to recover the same money twice (for example, from both our complaints process and the Consumer Rights Act 2015).

If we haven’t resolved your complaint within 40 days, you are unhappy with our final response or you’ve received a Deadlock letter, you may wish to contact the Rail Ombudsman for advice or to ask them to take up your complaint.

To make a complaint, please contact us via our Customer Relations team:

Please don't send images of bank cards, passports, or other information which is personal to you. We'll let you know if we need anything and how to send it to us.

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