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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 a complaint which the train company has not resolved to your satisfaction then we will try to help. Please note that we can’t get involved unless you have made a direct complaint first.

You can call us on 0300 123 2350 or use our webform to log your complaint with us. Once you have contacted us we aim to respond to you within 5 working days. We will review your case and decide if we can escalate your complaint within the train company. If we can, we aim to resolve your case within 35 working days.

Read some case studies of people we have helped.

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. Click here to read more.

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.

 

 

We aim to help everybody efficiently and bring all complaints to a satisfactory resolution. Unfortunately we may not always be able to do that, even when we’ve followed our rules.

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

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