Complaint Handling Procedure

Making a complaint​

Try as we might to avoid it, things don’t always go to plan – and you may need to make a complaint. If you’re unhappy with any part of our service, we’ll do our best to make it right.

Contact us

To make a complaint or leave feedback contact our customer service team .

If your journey with us has been delayed by 15 minutes or more, you can claim compensation with our Delay Depay scheme.

Alternative formats

Printed copies are available from our ticket offices and leaflet racks at all staffed stations. We can provide information in the following alternative formats, Easy Read, Large Print, Audio, Braille, BSL, and on different coloured paper. We are able to provide these on request within fourteen working days, without charge. For more information:

  • Call us free on 08000 11 33 23 or 03457 125 678 (option 3)
  • Textphone 18001 08000 11 33 23
  • Email: [email protected]

Lines are open every day except Christmas Day.