Complaints about our service

If the service you have received from the Rail Ombudsman has not met the standards of our process, you can raise a formal complaint by email or in writing.

First Stage:

Email complaints should be sent to: supervisors@railombudsman.org. Postal complaints should be sent to: Freepost – Rail Ombudsman, First Stage Complaints, 1st Floor, Premier House, Argyle Way, Stevenage, Hertfordshire, SG1 2AD.

A Supervisor or Lead Ombudsman will carry out a full review of your complaint. You can expect a written response within 15 working days of the Rail Ombudsman receiving the complaint.

Final Stage:

Please note that you must have had a first stage complaint response before escalating your complaint to the final stage.

If you feel that your complaint has not been addressed by the first stage response, you may email or post your final stage complaint. Email complaints should be sent to seniormanagement@railombudsman.org. Postal complaints should be sent to: Freepost – Rail Ombudsman, Final Stage Complaints, 1st Floor, Premier House, Argyle Way, Stevenage, Hertfordshire, SG1 2AD.

You can expect a written response within 15 working days of the Rail Ombudsman receiving your complaint

Should you remain dissatisfied with the decision, you always reserve the right to pursue the matter via alternative channels. For further advice on your rights, we advise that you contact Citizens Advice on 03454 040506.