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Our Freepost details

As of 3 June 2013 our new Freepost address will be:

Passenger Focus
PO Box 5594
Southend on Sea

Our main contact phone number and email address will remain the same:

0300 123 2350

Please ensure that all your standard letters and emails, and any information on your website, are updated as soon as possible to reflect this change – and don’t forget to use the new details when you are updating any printed materials such as claims and comments forms, Passenger Charter, Customer Complaints Handling Procedure, posters and leaflets.

As it’s quicker and easier for passengers to contact us via the web, email or phone, rather than by post, we would suggest giving these details ahead of our Freepost address. Here’s some suggested wording:

If you are still unhappy with our response you can contact Passenger Focus, the independent passenger watchdog, which may be able to help you with your complaint. You can contact Passenger Focus via the webform, by emailing, by phoning 0300 123 2350 or by post to: RTEH-XAGE-BYKZ, Passenger Focus, PO Box 5594, Southend on Sea, SS1 9PZ.

We’ve also created a QR code to direct passengers straight to our webform – click here to get the code if you would like to include this on your printed materials.

If you require any further information or clarification please contact Louise Collins at or on 0300 123 2144.

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