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 may be due compensation (for example, if you booked Passenger Assist but did not receive the support you needed) or you are requesting a refund and require a BACS payment, please include your 8 digit account number and 6 digit sort code on the text box at the bottom of the form.
Due to ongoing significant disruption to East Midlands Railway services, we are only able to assist you if you are currently travelling. We are unable to help with all other enquiries. For help with planning a journey, please check journey planners here: www.nationalrail.co.uk
or contact National Rail by calling 03457 48 49 50.If you are at a staffed station or on a train, please see staff for assistance. If you are calling about lost property or are calling to speak to our Customer Relations team about a complaint or a delay repay case, please call back Monday to Friday between 8am and 7pm.
Phone
Call us on 03457 125 678. Lines are open 24 hours a day, 7 days a week.
TextDirect
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]
Post
Write to: EMR Customer Service Centre
Locomotive House
Locomotive Way
Pride Park
Derby
DE24 8PU