Passenger Focus and London TravelWatch

If you are not satisfied with the response you receive from a train company or retailer, you can contact Passenger Focus or London TravelWatch, as appropriate, who may be able to assist you further. You should note that they cannot take up your complaint until you have contacted the relevant train company and given it a chance to respond first, and you should enclose all previous correspondence with the train company/retailer.

Please note that Passenger Focus and London TravelWatch have only limited powers in relation to penalty fare issues. In the first instance, you should make your appeal to the appropriate organisation, as shown on your Penalty Fare Notice, within the 21 day deadline or it will not be considered.

Passenger Focus

Passenger Focus is an independent public body set up by the Government to protect the interests of Britain's rail passengers. Its mission is to get the best deal for rail passengers. It provides information on your rights, template letters to help you make a complaint, and can assist with complaints where the service provider has not satisfactorily resolved them. Passenger Focus can be contacted at:

Passenger Focus
FREEPOST (RRRE-ETTC-LEET)
PO BOX 4257
Manchester
M60 3AR

Telephone: 0300 123 2350
Email: advice@passengerfocus.org.uk
Web: www.passengerfocus.org.uk

London TravelWatch

London TravelWatch is the official watchdog organisation representing the interests of transport users in and around London. It provides information on your rights as a passenger and can assist with complaints about transport services in London where the service provider has not satisfactorily resolved them. London TravelWatch can be contacted at:

London TravelWatch
6 Middle Street
LONDON
EC1A 7JA

Tel: 020 7505 9000
Email: enquiries@londontravelwatch.org.uk
Web: www.londontravelwatch.org.uk 

Timetable information 

National Rail Enquiry Service: Telephone 08457 484950

Last updated: 23 March 2012