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  • Submitting a formal complaint

    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

  • New complaints

    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

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

    Who to contact

    Please send us your complaint by post 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

    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:

    • 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 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.