- Service disruption
Service disruption due to adverse weather
You should first contact the relevant train operating company directly to allow it the opportunity to address your concerns. 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.
Service disruption due to engineering works
If you have a complaint regarding service disruption due to engineering work you should first contact the relevant train operating company directly to allow it the opportunity to address your concerns. Please follow the procedure above for further complaints.
Network Rail needs to restrict access to the rail network to carry out many of its maintenance and renewals activities. This work is usually carried out at weekends, or weekdays during the early hours of the morning so that disruption to services is kept to a minimum. In most cases the work is planned many weeks in advance, and notices are displayed in relevant stations giving passengers advance notification of the disruption.
However, sometimes emergency engineering work may need to be carried out at short notice to rectify an infrastructure fault that may endanger the safe running of trains – for example in the case of a broken rail. In these circumstances no advance notification can be given.
Last updated: June 2012