How to get in touch
Need help with something related to travelling with us? There are a number of ways you can contact us:
Or try our EMR Digital Assistance who can quickly help answer queries or point you in the right direction to get help. Just click on the link at the bottom of this page.
Need help with something else?
Provide feedback (good or bad) about our services. You can also contact us using WhatsApp on +447501330988.
The answer to your question may already be online. Here are some of our most popular topics:
- Our Delay Repay scheme
- Disruption and train status alerts
- Policies and procedures
- Reporting lost property
- Making changes to your ticket
- Booking assisted travel
Or, see if your question is in our FAQs.
Find out how we collect and manage your data.
If you’re unhappy with the response you receive from us, you have the right to appeal to The Rail Ombudsman.
The Rail Ombudsman is there to help resolve on going complaints between us and our customers. It’s free to use their services and they are independent of the rail industry.
You can appeal to the Rail Ombudsman if:
you’re unhappy with our final response to your complaint which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
we haven’t resolved your complaint within 40 working days of receiving it; and
No more than 12 months have passed since we sent you our final response.
Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email: [email protected]
Post: FREEPOST – RAIL OMBUDSMAN