Complaints procedure

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
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

If you include your telephone number, then we will call you within 5 days. It is always better to talk things through and sort them out quickly if we can.

If we only have your address, you will receive written acknowledgement within 10 days of receipt of your complaint. We will tell you who is dealing with your complaint and when we expect to respond to you in full.

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.