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0330 094 0362Email: info@railombudsman.org

Complaint

Ready to raise a complaint?

Complain

Making a Complaint

1Making a complaint
2Steps to take before starting a complaint
3Can we help with your complaint?
4Start a complaint
5How does our process work?
6What happens after our process?

Complaint Step 2

Steps to take before starting a complaint

To assist us in helping you, please take the following steps before starting a complaint:

Step 01

Contact the Service Provider

Notify the Service Provider of your complaint, explain what you are not happy about, and be clear about what you would like to be done to put things right.

Step 02

Try to resolve your complaint with the Service Provider

If you can resolve your complaint with the Service Provider directly, this may be quicker and easier for both parties. To help you reach a resolution: be calm but assertive, give the Service Provider a chance to respond, and wherever possible, provide any information or evidence that could help you move forward.

Step 03

Gather evidence

Gather any emails, tickets, or receipts that relate to your journey or complaint. These can help us and the Service Provider better understand your case.

Step 04

Complete our eligibility checklist

Find out if we can help you with your complaint.

Step 05

Start a complaint

If you remain dissatisfied and you have taken the above steps, you may wish to start a complaint.

Now that you know more, are you ready to raise your complaint with us?

Complain