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.

If you are making a complaint (where you may be due compensation) or requesting a refund and require a bacs payment, please include your 8 digit account number and 6 digit sortcode on the text box at the bottom of the form.


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


Text 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: EMR Customer Service Centre
Locomotive House
Locomotive Way
Pride Park
DE24 8PU

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