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If you’ve come to us with a question or a problem and we haven’t given you a response you’re happy with, you can submit a formal complaint
If we haven’t previously investigated your issue then please contact us 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 and you’re not happy with how we dealt with your previous complaint, please tell us in writing.
Please send us your complaint by post to:
Community Relations Complaints ProcedureNetwork Rail1 Eversholt StreetLondonNW1 2DN
If you have a complaint about a legal or contractual dispute, you’ll need to contact firstname.lastname@example.org
Get a quick response to your complaint by including as much information as you can.
In particular, including your service request number will help us find all the details about your previous complaint to speed up the process.
It’s also a good idea to include the following:
Once we receive your letter, we’ll contact you to let you know and we’ll aim to send you a full response within ten days.
If a complaint is complicated, we may need to take some 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.