Make a Complaint

We work hard to make sure our trains run on time and provide you with excellent customer service but sometimes things can go wrong. When this happens we want to hear how we have failed to meet your expectations.

We take complaints seriously. We investigate them fully and will get back to you as soon as we can.  We are committed to responding within 20 working days and continue to work on reducing this timescale.

Contact Center Opening Hours

Contact Center Opening Hours

Daily 10:00 to 16:00

We apologise that due to unforeseen circumstances, we do not have the normal number of staff available to answer your call as quickly as usual, this will result in potentially long waiting times if you call. Please consider using the extensive FAQ’s on this site.

If after looking at these you still have a question, please use the contact us form below so we can respond to you via e-mail.

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