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If you have a complaint about the railway or the service you have received from a train company then you should contact the company involved. Read more about making a complaint here.

If you have received a response from the train company and remain unhappy, you can contact The Rail Ombudsman to raise your complaint with them. The Rail Ombudsman will review your complaint and contact you within three working days to explain how they will progress your case.

If your complaint falls outside the scope or eligibility criteria for The Rail Ombudsman, your complaint may be passed to another organisation that may be better placed to deal with it for you.

 

If you have a complaint about the railway or the service you have received from a train company then you should contact the company involved. Read more about making a complaint here.

If you have received a response from the train company and remain unhappy, you can contact The Rail Ombudsman to raise your complaint with them. The Rail Ombudsman will review your complaint and contact you within three working days to explain how they will progress your case.

If your complaint falls outside the scope or eligibility criteria for The Rail Ombudsman, your complaint may be passed to another organisation that may be better placed to deal with it for you.

Transport Focus is unable to directly help passengers with specific complaints about bus, tram and coach services.

However there are other organisations that will be able to help you.

If you have a complaint about the Strategic Road Network (SRN) or Highways England, you should contact Highways England directly. Find out more about what you can do next here.

If your complaint is regarding a local road, then you will need to contact your local authority.

 

 

Transport Focus aims to help everybody efficiently and bring all complaints to a satisfactory resolution. Unfortunately it may not always be able to do that, even when all relevant rules are followed.

For further information on making a complaint about Transport Focus please see read the Customer Complaints Handling Procedure.

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