National Rail Customer Care No. 03457 48 49 50

Contact Number

Email

• customer.relations@nationalrail.co.uk (For Phone Service/App Feedback/Enquiries)

Quick Links

• Help Center
• Station Locator/Find a Station Operator
• Find a Train Company
• For Railcard Information/Support

Important Contact Details

Lost Property

• For any query/complaint related to lost property, you can contact the Station Operator directly.
• If your luggage is damaged, report it to station staff before you leave, then claim through the respective Train Company or Operator .

For Refund

• For any queries regarding refunds, you can contact the support team.
• If your train journey is delayed/cancelled, you may be entitled to a full refund from the retailer of your ticket.
• In case of train ticket bought from train company, you can contact the respective Train Customer Support Team .
• If you travelled but arrived late, you may be able to claim compensation (Delay Repay) directly from the Train Company you travelled with.
• For more information, please read .

For Complaint

Level 1:

• Train journey - For complaints about compensation for delays, reservations or the service on your train, contact the train company directly. Find their details on the Find a Train Company page.
• Station or ticket office - For problems at a station, available facilities or ticket machines, contact the station operator directly. Go to the Find a Station page, enter your station, and the operator who manages it is listed at the top of the station information section.

Level 2:

• If your complaint isn't resolved within 40 working days, or you are not satisfied with the resolution provided in level 1 then, you can escalate to the Rail Ombudsman , you must do this within 12 months of their final reply.
  Contact No.: 0330 094 0362
  SMS / Text / WhatsApp: 07427 580 060
  Textphone: 0330 094 0363
  Email: info@railombudsman.org
  Timings: Mon-Fri, 9am-5pm

Office Addresses

Category

Country