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If a problem occurs on your journey you should raise it as soon as possible with the relevant rail company. Tell rail staff that you need to keep your tickets after your journey as you need to contact the train company about an incident. Send them with your letter of complaint. Ensure that you mention the date, time and route of the train on which you were travelling and the full details of what has caused you to complain. Keep a copy of your letter and of any tickets or other documents you send.

If you are unsure which company is responsible, or if it concerns more than one, contact any of the companies concerned. That company can then either arrange to deal with it on your behalf, or to pass it on, or refer part of it to another company. If they pass it on, they should tell you what they have done, the reason for it and where it has been sent.

It can take up to twenty working days for some companies to respond. In difficult cases or if a lot of detail has to be researched, it may take longer than this. The company should tell you if this is so and when they hope to respond fully.  

Delayed or cancelled trains

If you are delayed on your journey you may be able to claim compensation. Check the train company’s Passenger’s Charter to find if you are entitled. Conditions vary between companies about:

  • the length of delay before compensation is paid
  • whether the type of delay entitles you to compensation – some will pay only if the delay was the fault of the rail industry
  • the percentage of the fare refunded as compensation.

If your assistance was not provided as requested, or not provided at all, compensation may also be due. Check the DPPP of the company which let you down. This can apply whether or not you were delayed.

If the response from the rail company disappoints you please contact us:
tel:      0300 123 2350
Passenger Focus
PO Box 5594

Enclose copies of the correspondence between you and the company and of any documents. Explain what you feel would be a satisfactory outcome. If we think that you have a valid point we may be able to take the matter up on your behalf.

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