Righting any wrongs

It happens. Sometimes, things just don’t go to plan. We’ll hold our hands up, and make things right.

How we put things right

Your journey may not have been all you’d hoped for. We wish it wasn’t the case, but things do go wrong – and it’s often because circumstances are simply beyond our control.

We want you to travel with us again, so if your journey is delayed, we’ll do all we can to make amends for any inconvenience. For instance, if your train is delayed by more than 30 minutes, you can claim compensation under our Delay Repay scheme.

Our Passenger Charter explains how we put things right in the event of a disruption. We do our best to agree claims within seven days, or within 10 days, if there was a severe disruption. We’re aiming to reduce passenger complaints to less than three in every 2000 passenger journeys. 

Handling customer complaints

We really want to know if we fall short of your expectations. We promise to look into your complaint and work with you to resolve the issue, regardless of who was responsible. If it turns out we were at fault, then we’ll tell you what went wrong and why.  Please read our Customer Complaints Handling Procedure for details of what to include in a complaint, what you can expect from us after you submit your complaint to  us, our target response times and details of how we can help those with visual or hearing impairments.

View our latest performance figures to see how we’re fairing, or contact our Customer Solutions.