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 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.

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

Twitter

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

Email

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

Your reason for contacting us

Please note this is for a taxi/hotel reimbursement only, claims for your ticket should be claimed via the delay repay portal.

To claim for a refund, provide a copy of your ticket (showing a full cost breakdown) and the taxi receipt and pick a payment method when prompted below for any compensation which may be due.

Please provide a copy of your ticket (showing a full cost breakdown), your Passenger Assistance reference number, and pick a payment method when prompted below for any compensation which may be due.

Please submit your Delay Repay claim within 28 days of your journey. The quickest way to apply is using our online form, or you can download a paper form and apply by post.

If you need help with an existing claim, please include your reference number (starting EMR/DR). To look into this for you, we’ll need to confirm your postal address and see a copy of your ticket (showing the full cost breakdown), along with your journey details. If compensation is due, just let us know how you’d like to be paid.

Please provide the full details of your complaint, a copy of your ticket and pick a payment method when prompted below for any compensation which may be due.

Please provide a copy of your original ticket (showing a full cost breakdown), additional ticket (showing a full cost breakdown), your rail card (showing the barcode if digital), another form of photo id, and pick a payment method when prompted below for any compensation which may be due.

Complaints Select

Your contact details
Your journey details

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.

One file only.
8 MB limit.
Allowed types: gif, jpg, jpeg, png, pdf.
16 MB limit per form.
You may be entitled to compensation. We can pay compensation via BACS or PayPal.
How do you want to be paid?

Please provide your account name, 8 digit account number and 6 digit sort code, or the email address linked to your PayPal account for payment.

If you don't want to provide these details, please leave your phone number so we can contact you to arrange any compensation due.