In fact, we want to hear from you so that we can put things right as quickly as possible.
How to complain
If you have previously contacted us and remain dissatisfied with how
we have answered your question or helped you with your problem, then we
need you to tell us about it in writing. The complaints procedure is
not the appropriate forum to deal with legal or contractual disputes.
If your complaint relates to such a dispute, it will probably fall
outside the scope of the complaints procedure. In that case it will be
forwarded to the appropriate department in Network Rail for their
response.
Please send us your complaint by letter. Our contact details are:
Community Relations Complaints Procedure
Network Rail HQ
Kings Place
90 York Way
London
N1 9AG
To help us to contact you quickly, please include:
- Your full name
- Your service request number
– if you know it. Please note that failure to provide a service request
number can delay our ability to respond to your enquiry
- Your full address
- Your daytime telephone number
- Full details of your complaint, including the name of the person whom you spoke to first
- Copies of any letters relating to your complaint
How we will respond to your complaint
We aim to resolve your complaint as soon as possible. Some issues may be complex and require investigation and this make take some time. We will contact you by letter or e-mail to confirm that we have received your complaint and aim to provide a full response within 10 days. If this is not possible, we will always keep you informed by telephone or in writing.
What we will do if your complaint is upheld
If your complaint is upheld, then we will offer an explanation and
an apology. If it is appropriate, then we will take any actions needed
to solve the problem properly.