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If you’ve come to us with a question or a problem and you’re not happy with our response, you can submit a formal complaint
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 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 ProcedureNetwork Rail1 Eversholt StreetLondonNW1 2DN
If you have a complaint about a legal or contractual dispute, you’ll need to contact email@example.com.
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:
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.