Can we help with your complaint?

What sort of complaints do we cover?

You may come to us with any unresolved complaint about one of our participating Service Providers if it meets our Eligibility Checklist.  We will review your complaint and decide if it’s something we can look into ourselves, or if it’s something which needs to be dealt with by another organisation.

Our role is to look into the quality of service provided based on your consumer rights.  We cannot look into wider rail industry policies or regulations.

If we believe your complaint is not something we can look into – we will explain clearly why. We will also, where possible, suggest alternative options available or transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London TravelWatch – the independent consumer watchdogs for the rail industry.  They will independently review your complaint and where appropriate, follow things up on your behalf.

For more information on the types of complaints that we can investigate please refer to our FAQ’s and Resources page

Eligibility Checklist

  • Your complaint must be with a participating service provider

  • You must be over 16 years old or have a representative who is

  • 40 working days must have passed since you first complained to the service provider or you must have received a “deadlock” letter

  • Your complaint to the service provider must have been raised within the last 12 months

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.