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.

How do I complain about the Ombudsman service?

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

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.

If you remain unhappy with our service after we have reviewed your complaint, you will be able to contact the Independent Assessor.