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  • Submitting a formal complaint

    If you’ve come to us with a question or a problem and we you’re not happy with our response, you can submit a formal complaint

  • New complaints

    If we haven’t previously investigated your issue then please get in touch and tell us about the problem.

    A formal complaint can only be submitted if you’re not happy with the response you had to your initial complaint.

    If you’ve contacted us before

    If you’ve contacted us before and you’re not happy with how we dealt with the issue, please tell us in writing.

    Please send your letter to:

    Community Relations Complaints Procedure
    Network Rail
    1 Eversholt Street
    London
    NW1 2DN

    If you have a complaint about a legal or contractual dispute, you’ll need to contact stakeholderrelations@networkrail.co.uk.

    What to include

    To help us reply quickly, please include as much information as you can.

    In particular, by including your service request number, you will help us find all the details about the issue and speed up the process.

    It’s also a good idea to include the following:

    • Your full name
    • Your full address
    • Your daytime telephone number
    • Details of your complaint, including the name of the person you spoke to first
    • Copies of any letters relating to your complaint

    What happens next?

    Once we receive your letter, we’ll contact you to let you know that we've got it. We aim to send you a full response within ten days.

    If it is a complicated situation we may need more time to investigate, so we’ll write to you or phone you to let you know if there are any delays.

    If your complaint is upheld, we’ll offer an explanation and an apology. If it is appropriate, then we will take any actions needed to solve the problem fully.