Participating Service Providers

Before we can help, the service provider must be given an opportunity to resolve the  complaint before it comes to us. Each service provider has a Complaint Handling Procedure (CHP) which outlines the process you should follow if you have a complaint with any aspect of their service. To view a CHP, please click on the logo of the service provider.

Please note that we can only look into your complaint if the service provider is part of our scheme – this can be checked below. If your complaint is not with a participating service provider, we may still be able to let you know where you can take it next. For example, this might be to one of the industry’s watchdogs – such as Transport Focus or London Travel Watch.

Link to C2C Website complaints page. Opens in a new tab.
Link to the Caledonian Sleeper website contacts page. Opens in a new tab.
Link to the Chiltern Railways website contacts page. Opens in a new tab.
Link to Cross Country website complaints and comments page. Opens in a new tab.
Link to East Midlands Rail website contacts page. Opens in a new tab.
Link to the Gatwick Express website complaints handling page. Opens in a new tab.
Link to the Grand Central website getting a refund page. Opens in a new tab.

Link to the Great Northern website complaints handling procedure page. Opens in a new tab.
Link to the Great Western Railway website complaints page. Opens in a new tab.
Link to the Greater Anglia website customer complaints page. Opens in a new tab.
Link to the Hull Trains customer service webpage. Opens in a new tab.
Link to London North Eastern Railway website complaints page. Opens in a new tab.
Link to the Merseyrail website Complaints page. Opens in a new tab.
Link to Metro website complaints page. Opens in a new tab.
Link to the National Rail Enquiries website contact page. Opens in a new tab.
Link to the Network Rail website contacts page. Opens in a new tab.
Follow a manual added link
Link to Pre Metro Operations website complaints page. Opens in a new tab.
Link to the Scot Rail website complaints handling procedure page. Opens in a new tab.
Link to the South Eastern website contacts page. Opens in a new tab.
Link to the South Western website complaints page. Opens in a new tab.
Link to the Southern website complaints handling procedure page. Opens in a new tab.
Link to the Thameslink website complaints handling procedure page. Opens in a new tab.
Link to the Trans Pennine Express website complaints page. Opens in a new tab.
Link to the Transport for Wales website complaints page. Opens in a new tab.
Link to the West Midland Railway website contacts page. Opens in a new tab.
Heathrow Express

Please Note

* Network Rail are part of the service in relation to stations that they manage.

If you are unsure who your complaint is with, please contact the service provider that you travelled with (or that you think your complaint might be with) and they should be able to help direct you.

A number of stations operated by London Underground, which are also used by train operating companies, are covered by the service. These stations are:

Amersham Highbury & Islington Seven Sisters
Blackhorse Road Kensal Green South Kenton
Chalfont & Latimer Kenton South Ruislip
Chorleywood Kentish Town Stonebridge Park
Farringdon Kew Gardens Stratford
Greenford Moorgate Walthamstow Central
Gunnersbury North Wembley Wembley Central
Harlesden Old Street West Brompton
Harrow & Wealdstone Queen’s Park West Ham
Harrow on the Hill Rickmansworth West Ruislip

Our remit extends solely to incidents at these stations. If your complaint relates to any other aspect of the London Underground, such as another station or a service, please contact Transport for London

The Rail Ombudsman can accept disputes relating to London Overground, TfL Rail and the London Underground stations listed above, where the dispute relates to an incident that occurred on or after 1 April 2022.

The Rail Ombudsman can accept disputes relating to Heathrow Express where the dispute relates to an incident that occurred on or after 1 November 2022.