Participating Service Providers

Before we can help, the service provider must be given an opportunity to resolve the  complaint before it comes to us. Each service provider has a Complaint Handling Procedure (CHP) which outlines the process you should follow if you have a complaint with any aspect of their service. To view a CHP, please click on the logo of the service provider.

Please note that we can only look into your complaint if the service provider is part of our scheme – this can be checked below. If your complaint is not with a participating service provider, we may still be able to let you know where you can take it next. For example, this might be to one of the industry’s watchdogs – such as Transport Focus or London Travel Watch.

C2C logo
Caledonian Sleeper logo
Chiltern Railways logo
Cross Country logo
EM logo
Gatwick Express logo
Grand Central logo
Great Northern logo
Greater Anglia Logo
Hulltrains logo
London North Eastern Railway logo
Merseyrail Logo
National Rail Enquiries logo

Northern Logo
ScotRail logo
SE logo
South Western Railway logo
Southern Logo
Thames link logo
Transpennine Express logo
Transport for Wales logo
Virgin Trains logo 2
West Midlands Railway logo

Please Note

* Network Rail are part of the service in relation to stations that they manage.

If you are unsure who your complaint is with, please contact the service provider that you travelled with (or that you think your complaint might be with) and they should be able to help direct you.