How can I complain about the service I have received from a train company?

You should first contact the company directly to allow it the opportunity to address your concerns. Contact details for individual train companies can be found on the national rail website http://www.nationalrail.co.uk/tocs_maps/tocs/. Most complaints can be resolved in the first instance by dealing directly with the company responsible.
 
If you have made a complaint to a train operator, and are dissatisfied with the response you receive, you can contact either Passenger Focus or London TravelWatch for help. Passenger Focus is a statutory body sponsored by the Department for Transport to represent passenger interests and to act as Britain's rail passenger watchdog. London TravelWatch is the official watchdog organisation representing the interests of transport users in and around the capital. Passenger Focus and London TravelWatch cannot become involved until the train company involved has had a chance to resolve the matter for you.
 
We will not normally address complaints where you have not first given the company involved the opportunity to resolve it, and sought assistance from Passenger Focus or London TravelWatch.

For more on how passenger complaints are handled in the rail industry please see our short guide.

Last updated: 9 February 2010

Related documents: