Complaint Step 3

What do we cover?

You may come to us with any unresolved complaint about one of our Service Providers if it meets our Eligibility Checklist. We will review your complaint and decide if it’s something we can look into ourselves, or if it’s something that needs to be dealt with by another organisation.

Our role is to look into the quality of service provided based on your consumer rights. We cannot look into wider rail industry policies or regulations.

If we believe your complaint is not something we can look into – we will explain clearly why. We will also, where possible, suggest alternative options available or transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London TravelWatch – the independent consumer watchdogs for the rail industry.

For more information on the types of complaints that we can investigate please refer to our Resources page.