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  • National Helpline

    Our helpline is available 24 hours a day, 365 days a year

  • We're here to answer your questions or help with any problems caused by the railway.

    Tickets, refunds, train times and service alterations

    For information about train tickets, ticket refunds, timetables, running times, engineering works and service alterations, please contact National Rail Enquiries on 08457 48 49 50.

    You can also find more information about these subjects in our For passengers section.

    Other questions about the railway

    You can find the answers to the most frequently asked questions in our factsheets. If you can't find the information you need, please contact us:

    Telephone - call us on 08457 11 41 41. If you are using a textphone, dial 18001 first to activate Typetalk.

    Email - you can email us using our contact form.

    Post - write to us at:
    Community Relations
    Network Rail
    Kings Place
    90 York Way
    N1 9AG

    Fax - 020 3356 9245

    Frequently asked questions

    Often people want to know why we manage the railway in the way that we do. For example, we are regularly asked why we cut down trees beside the railway or what we are doing to prevent vandalism and trespassing.

    Here are answers to some of the most frequently asked questions:

    For more information about the above or any other issue, contact our National Helpline on 08457 11 41 41.

    Problems caused by the railway

    Sometimes people need our help. For example, if we have accidentally knocked down their fence during some maintenance work then they need us to fix it.

    Our Community Relations team responds to problems which cannot be solved in one telephone call. They may even arrange for someone to visit the scene to investigate the situation and, if necessary, fix the problem.

    All our work has to be prioritised and safety-critical work always comes first. For example, a shopping trolley on the tracks will be dealt with immediately but it can take a while for us to clean up graffiti. Some problems are complicated and we may need to bring in special equipment or check that conditions are safe for our workers. This can take some time to do properly.

    How we will respond

    Our National Helpline is here 24 hours a day, 365 days a year to answer your questions and help with any problems caused by the railway.

    If we cannot give you an immediate answer, we will take your name, address and telephone number and get back in touch as soon as we can.

    If you are not happy with our response to your question or problem, then you can complain using our complaints procedure.