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Advice and complaints

Looking for help and advice, or need to make a complaint? You can find our Frequently Asked Questions here.


Information and advice

Rail refunds

If your plans change and you decide not to travel having purchased a ticket, you can apply for a refund on most types of ticket. Full details of refund ar…

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Rail compensation

If you are delayed you may be entitled to compensation. Each train company sets its own arrangements for compensation as a result of delays and cancellatio…

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How we help you

I’m Nina Howe and I’m a passenger manager at Transport Focus, focussing on the Great Western Railway. Before I joined Transport Focus in 2014, I was a pol…

Read about a passenger manager

Making a complaint

I want to complain

Do you want to make a complaint about a rail journey? Complaints need to be made directly to the train or station operator – see below for more information. Have you made a complaint to…

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Case studies

Click here to see some older case studies. Transport Focus deals with over 2,600 complaints each year and the experience of the case that follows is typi…

Read about people we have helped

Road user help

Transport Focus is unable to help road users with specific complaints about the Strategic Road Network (SRN) or Highways England. However, you can complain…

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Make a general enquiry

If you want to make a general enquiry or comment, you can:

  • use our webform
  • call our enquiry line on 0300 123 2350
  • write to us (no stamp needed):
    Transport Focus
    PO Box 5594
    Southend on Sea
    SS1 9PZ

Related content

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Compensation for delays of 15 minutes – Transport Focus responds

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Rail passengers, ‘Delay Repay’ and improved compensation

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