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

Please address your complaint to the person you have been dealing with; they will carry out a full review of your complaint. If you have a Case Reference Number, please include this clearly.

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

Final Stage:

Should you feel that your complaint has not been addressed by the first stage response, you are able to escalate your complaint to the final stage.

If you wish to do so, please respond to the person who has handled your first stage complaint, explaining that you wish to escalate to the final stage. They will provide you with the details of a supervisor, who will review your complaint.

You can expect a written response within 15 working days of your request to escalate to the final stage being received.