Appeal to the Rail Ombudsman

We aim to respond to and resolve all complaints that are reported to us do if you’re not happy in anyway, we’ll take the time to investigate and respond to you with our findings.

If the complaint you make to us relates to your experience at one of our managed stations* you have the right to appeal to the Rail Ombudsman.

How to appeal to the Rail Ombudsman

You can appeal to the Rail Ombudsman if:

  • you are unhappy with our final response to your complaint which will be contained in a letter or email (this is sometimes known or called a ‘deadlock letter’); or
  • we have not resolved your complaint within 40 working days of receiving it; and
  • no more than 12 months have passed since we sent you a final response.

How to contact the Rail Ombudsman

More information