Please give the train company a chance
The role of Transport Focus includes dealing with customer complaints that the rail industry has not been able to resolve satisfactorily. This means that we must give the rail industry an opportunity to sort things out with you before we get involved.
Please allow the train company 10 working days to respond to your complaint.
If once the train company has replied you feel that the issues have not been properly addressed, or if you are not satisfied with what is said, please contact us again or call on 0300 123 2350.