Making a Complaint
We are independent and we do not take sides. We investigate fairly and look at the evidence we are given to help you reach a resolution.
How can we help?
If your complaint is something we can look into, we will investigate and look at the evidence we are given. We will consider both sides to ensure a fair outcome is reached. If possible, we will try to find a solution that all parties can agree to, but if this doesn’t happen, we will make a decision based on the evidence we receive. Our correspondence can be by; phone, letter or email.
If we are not able to take up your complaint, we will let you know why we can’t. We will also let you know where you can take it next.
The Rail Ombudsman process takes up to 90 days.
When to contact us?
It is important to allow the service provider time to put things right. That’s why we can only review your complaint after you have given the service provider 40 working days to try and resolve it or if you have received a “deadlock” letter from them which means they cannot take your complaint any further.
Please note that complaints must be raised with us within 12 months of any final response from the service provider (the final response could be a deadlock letter or just the last time you received written contact from them).
Find out more on how to start a complaint and how our process works.
Customers often ask
Who can make a complaint to us?
To make a complaint with us, you must be 16 years old or above. If you are under 16 years old, don’t worry – you can still make a complaint if you have a representative who is over 16 years old.
We can only consider your complaint if it is against a service provider who is part of our scheme.
Can someone help me make my complaint?
Of course. If you would like some help with your complaint, you can arrange for someone to assist you, for example, a family member, a friend or other representative. As long as your representative is over 16 years old and has agreed to help, we are happy for you take the steps you need to help you make your best case to us.
Will I need a lawyer?
You don’t need a lawyer or legal advisor to make a complaint to us. However, if you wish to, then of course you can.
How will I know what is happening with my complaint?
We will keep you posted on how things are going. However, if you have made a complaint using the online form, you can view your complaint by logging in online using the link from our website. This allows you to track the progress of your case from beginning to end.
If you have a complaint regarding a participating service provider and you have not been able to resolve it with them, then we may be able to help you.
To find out how to start a complaint or to access an existing complaint, please click on our ‘Complain’ button below.