Can Transport Focus help me with my complaint?
Anyone can complain to us about passenger rail services in Great Britain. However, if your complaint is regarding a specific journey , you must speak to the train operator first. After following its complaints handling process, and either getting a response or no response after 35 working days, you can escalate your complaint to Transport Focus.
We can also become involved in issues that relate to other forms of transport if there is a dedicated link between the form of transport and the railway, for example a dedicated bus link into a railway service for which you can buy one ‘through’ ticket.
We can also deal with matters relating to the Tyne and Wear Metro (Nexus) and Manchester Metrolink.
Complaints and advice