Rail network infrastructure complaints
Network Rail is the monopoly owner and operator of the national rail network infrastructure - track, signalling, bridges, tunnels, stations and depots. Network Rail operates under a network licence issued by Government and enforced by the Office of Rail Regulation.
Network Rail is responsible for the stewardship of the network and this includes:
- lineside maintenance including vegetation and fencing;
- track quality;
- environmental issues such as noise and vibration, pollution and graffiti;
- railway structures such as bridges, station buildings, overhead lines, tunnels and signalling;
- network maintenance, particularly engineering work and speed restrictions; and
- property issues including changes to use of railway land.
If you have a complaint or an enquiry about any issue relating to Network Rail's stewardship of the national rail network, you should first contact Network Rail's national customer helpline (08457 114 141). Alternatively you can contact them through their website.
If you are unhappy with Network Rail's response to the concerns you have raised, you may wish to refer your case to us. Our Customer Correspondence Team deals with such concerns.
