Customer Relations

Need to get in touch? It couldn’t be easier.

Please complete the form below providing full details of your enquiry, complaint or feedback (including any praise). If making a complaint, please include a copy of your ticket or any relevant supporting documentation, as this will help us to answer your complaint in full.

If you are claiming a refund, as your railcard was not available during your journey. Please ensure that you include all sets of tickets (including any new tickets that you had to buy) and a copy of your railcard.


Call us on 03457 125 678. Lines are open 24 hours a day, 7 days a week.


ext 18001 followed by 03457 125 678


Drop us a line on Twitter at @eastmidrailway. Our social media team is online 24 hours a day.


You can contact our customer service team via webchat or email us: [email protected]


Write to: Customer Service Centre
East Midlands Railway
Hudson Way, Pride Park
Derby DE24 8HS​

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Please enter a summary of your question / comment (up to 500 words). You will be contacted by Customer Services if we need further information from you.