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class="styled__StyledLink-sc-1m964o5-3 bOlKDU">Complaints</a></li></ul></nav></div></div></div><div data-theme="#312783" class="globalStyles__Container-sc-n0ow81-4 cHzzHG"><div class="styled__ContentWrapper-sc-v5nebr-0 hebVOm"><div class="styled__StripeWrapper-sc-v5nebr-3 eoGHIi"><div class="styled__StyledStripeWrapper-sc-1qsekie-0 IBuLg"><div class="styled__StyledStripe-sc-c5cucd-0 ceCVyH"></div><div class="styled__StyledStripe-sc-c5cucd-0 hJwmkH"></div><div class="styled__StyledStripe-sc-c5cucd-0 jdCNIV"></div><div class="styled__StyledStripe-sc-c5cucd-0 hLdKWz"></div></div></div><div class="styled__HeadingWrapper-sc-v5nebr-1 eVyOeb"><h1 class="styled__Heading-sc-v5nebr-2 izqbqN">Complaints</h1></div></div></div><div data-theme="#F6F8FA" class="globalStyles__Container-sc-n0ow81-4 hTsWJQ"><div class="globalStyles__Row-sc-n0ow81-3 AwYbx"><div class="globalStyles__Col-sc-n0ow81-2 eIpuFi"><div class="styled__StyledIntroParagraphWrapper-sc-1upfa3d-0 qXuAT"><p class="styled__StyledIntroParagraph-sc-1upfa3d-2 hzJNVw">What to do if you are unhappy with a train journey, rail station, ticket office or the National Rail website</p></div></div></div></div><div data-theme="#FFFFFF" class="globalStyles__Container-sc-n0ow81-4 kFMQhJ"><div class="globalStyles__Row-sc-n0ow81-3 AwYbx"><div class="globalStyles__Col-sc-n0ow81-2 jWHbsC"><div class="styled__StyledFreeFormRichTextWrapper-sc-qxvy7x-0 hSXtqU"><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">Unfortunately, sometimes you will not receive the high standard of service that we aim to provide. </p><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">If you want to complain about or comment on a train journey, please contact the train company directly. Visit our <a href="/web/20240110213019/https://www.nationalrail.co.uk/travel-information/find-a-train-company/" class="styled__StyledLink-sc-m7fi5w-0 kjZJHp">Find a Train Company page</a> to find contact details. They will be able to help with problems such as compensation for delays, reservations, or your train service. </p><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">If you want to complain about or comment on a station or ticket office, please contact the station operator directly. Visit our <a href="http://web.archive.org/web/20240110213019/https://www.nationalrail.co.uk/find-a-station/" class="styled__StyledLink-sc-m7fi5w-0 kjZJHp">Find a Station page</a> and enter the station you want. You will then find the details of who manages the station listed at the top of the <strong style="font-family:inter_bold,inter_bold_fallback,Sans-Serif">Station Information</strong> section. They will be able to help with topics including problems at stations, available facilities, and ticket machines. </p><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">For complaints about the National Rail website, please <a href="/web/20240110213019/https://www.nationalrail.co.uk/help-and-assistance/contact-us/" class="styled__StyledLink-sc-m7fi5w-0 kjZJHp">contact us</a>.</p><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA"><strong style="font-family:inter_bold,inter_bold_fallback,Sans-Serif"></strong></p><h2 class="styled__StyledHeading-sc-1bdsaxr-0 hysuNN">Rail Ombudsman</h2><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">If you are not satisfied with the response from the train company, station operator or National Rail, you聽can appeal to the Rail Ombudsman.</p><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">The Rail Ombudsman is an independent organisation that offers a free service to help with unresolved complaints between rail service providers and their customers.聽</p><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">You can appeal to the Rail Ombudsman if:</p><ul class="Typography__UL-sc-14mayl5-10 fCpJqo"><li class="Typography__LI-sc-14mayl5-12"><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">you are unhappy with a participating rail service provider鈥檚 final response to your complaint </p></li><li class="Typography__LI-sc-14mayl5-12"><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">the rail service provider has not resolved your complaint within 40 working days<strong style="font-family:inter_bold,inter_bold_fallback,Sans-Serif"> </strong>of receiving it</p></li><li class="Typography__LI-sc-14mayl5-12"><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">no more than 12 months have passed since the service provider sent you its final response</p></li></ul><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA"></p><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">They will not be able to help with complaints about the way services have been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established.聽 </p><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">For more information, visit the <a href="http://web.archive.org/web/20240110213019/https://www.railombudsman.org/" class="styled__StyledLink-sc-m7fi5w-0 kjZJHp">Rail Ombudsman website</a>. </p><h2 class="styled__StyledHeading-sc-1bdsaxr-0 hysuNN">Independent watchdogs</h2><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA">If your complaint does not meet the eligibility criteria of聽the Rail Ombudsman, they will transfer your complaint to another organisation that will be able to help you further. </p><p class="styled__StyledParagraph-sc-1bdsaxr-1 fHxiHA"><a href="http://web.archive.org/web/20240110213019/https://www.transportfocus.org.uk/" class="styled__StyledLink-sc-m7fi5w-0 kjZJHp">Transport Focus</a> and <a href="http://web.archive.org/web/20240110213019/https://www.londontravelwatch.org.uk/" class="styled__StyledLink-sc-m7fi5w-0 kjZJHp">London TravelWatch</a> are the independent consumer watchdogs for the rail industry. They can review your complaint and, where appropriate, follow things up on your behalf.</p></div></div></div></div><div data-theme="#F6F8FA" class="globalStyles__Container-sc-n0ow81-4 enqzwe"><div class="globalStyles__Row-sc-n0ow81-3 AwYbx"><div class="globalStyles__Col-sc-n0ow81-2 jWzldi"><div><div class="styled__StyledTitleBlock-sc-1d7yyry-3 kXPtQY"><div class="styled__StyledTitleBlockHeadingWrapper-sc-1d7yyry-0 bSGbkP"><h2 class="styled__StyledTitleBlockHeading-sc-1d7yyry-1 hBdIVQ">More information</h2><div class="styled__StyledStripe-sc-c5cucd-0 kDBdfc"></div></div><div class="styled__StyledTitleBlockParagraphWrapper-sc-1d7yyry-2 eKPRtZ"><p class="styled__StyledParagraph-sc-1bdsaxr-1 dAAkXV">Click on a section below to find out more. </p></div></div><ul class="styled__StyledTilesListWrapper-sc-1h8mkbc-0 eZnzBC"><li class="styled__StyledTilesListItem-sc-1h8mkbc-1 hsmXIC"><a aria-labelledby="icon-tile-label-train-companies-and-station-operators-icon" href="/web/20240110213019/https://www.nationalrail.co.uk/travel-information/find-a-train-company/" class="styled__StyledIconTileLink-sc-4czwvn-4 gcsRmA"><div class="styled__StyledCard-sc-ra3v07-2 gVA-deP"><div class="styled__StyledIconTileWrapper-sc-4czwvn-0 leNJCQ"><div class="styled__StyledIconWrapper-sc-4czwvn-1 domdac"><span class="styled__StyledSvgWrapper-sc-1lwlbm7-0 kpzHyv"><span class="styled__StyledSvgWrapper-sc-1lwlbm7-0 kpzHyv"><svg viewbox="0 0 32 32" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" preserveaspectratio="xMidYMid meet" data-src="https://images.nationalrail.co.uk/e8xgegruud3g/train-solidIcon/af83dd800971485fdf808b829cd2e555/train-solid.svg"></svg></span></span></div><div class="styled__StyledContentWrapper-sc-4czwvn-2 eRtnTl"><h3 id="icon-tile-label-train-companies-and-station-operators-icon" class="styled__StyledIconTileLabel-sc-4czwvn-3 ktxPVC">Train Companies</h3></div></div></div></a></li><li class="styled__StyledTilesListItem-sc-1h8mkbc-1 hsmXIC"><a aria-labelledby="icon-tile-label-contact-us-icon-tile" href="/web/20240110213019/https://www.nationalrail.co.uk/help-and-assistance/contact-us/" class="styled__StyledIconTileLink-sc-4czwvn-4 gcsRmA"><div class="styled__StyledCard-sc-ra3v07-2 gVA-deP"><div class="styled__StyledIconTileWrapper-sc-4czwvn-0 leNJCQ"><div class="styled__StyledIconWrapper-sc-4czwvn-1 domdac"><span class="styled__StyledSvgWrapper-sc-1lwlbm7-0 kpzHyv"><span class="styled__StyledSvgWrapper-sc-1lwlbm7-0 kpzHyv"><svg viewbox="0 0 32 32" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" preserveaspectratio="xMidYMid meet" data-src="https://images.nationalrail.co.uk/e8xgegruud3g/commentsIcon/672dbb2b4b3c1593cddadc52932f16bf/comments.svg"></svg></span></span></div><div class="styled__StyledContentWrapper-sc-4czwvn-2 eRtnTl"><h3 id="icon-tile-label-contact-us-icon-tile" class="styled__StyledIconTileLabel-sc-4czwvn-3 ktxPVC">Contact Us</h3></div></div></div></a></li><li class="styled__StyledTilesListItem-sc-1h8mkbc-1 hsmXIC"><a aria-labelledby="icon-tile-label-compensation-and-refunds-icon" href="/web/20240110213019/https://www.nationalrail.co.uk/help-and-assistance/compensation-and-refunds/" class="styled__StyledIconTileLink-sc-4czwvn-4 gcsRmA"><div class="styled__StyledCard-sc-ra3v07-2 gVA-deP"><div class="styled__StyledIconTileWrapper-sc-4czwvn-0 leNJCQ"><div class="styled__StyledIconWrapper-sc-4czwvn-1 domdac"><span class="styled__StyledSvgWrapper-sc-1lwlbm7-0 kpzHyv"><span class="styled__StyledSvgWrapper-sc-1lwlbm7-0 kpzHyv"><svg viewbox="0 0 32 32" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" preserveaspectratio="xMidYMid meet" data-src="https://images.nationalrail.co.uk/e8xgegruud3g/coins-solidIcon/cbfaaec3ffe3cb98fbdecd9b4ff054e6/coins-solid.svg"></svg></span></span></div><div class="styled__StyledContentWrapper-sc-4czwvn-2 eRtnTl"><h3 id="icon-tile-label-compensation-and-refunds-icon" class="styled__StyledIconTileLabel-sc-4czwvn-3 ktxPVC">Compensation and Refunds</h3></div></div></div></a></li></ul></div></div></div></div></main><footer class="styled__StyledFooterWrapper-sc-1bqs6su-2 hVsWkV"><div data-theme="#FFFFFF" class="globalStyles__Container-sc-n0ow81-4 joskXB"><div class="globalStyles__Row-sc-n0ow81-3 AwYbx"><div class="globalStyles__Col-sc-n0ow81-2 gJZeDW"><ul class="styled__StyledFooterList-sc-1bqs6su-6 eUfaGn"><li class="styled__StyledFooterListItem-sc-1bqs6su-5 gdgSqq"><div><div class="styled__StyledMainLinkWrapper-sc-1bqs6su-3 knzLNj"><a href="/web/20240110213019/https://www.nationalrail.co.uk/tickets-railcards-and-offers/" class="styled__StyledLink-sc-m7fi5w-0 fcYnec"><h2 class="Typography__H2-sc-14mayl5-2 bqmBJF">Tickets, Railcards and Offers</h2></a></div><ul class="styled__StyledLinkWrapperList-sc-1bqs6su-4 hJvpwo"><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/tickets-railcards-and-offers/buying-a-ticket/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Buying a Ticket</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/tickets-railcards-and-offers/ticket-types/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Ticket Types</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/tickets-railcards-and-offers/railcards/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Railcards</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/tickets-railcards-and-offers/saving-money/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Saving Money</span></a></li></ul></div></li><li class="styled__StyledFooterListItem-sc-1bqs6su-5 gdgSqq"><div><div class="styled__StyledMainLinkWrapper-sc-1bqs6su-3 knzLNj"><a href="/web/20240110213019/https://www.nationalrail.co.uk/find-a-station/" class="styled__StyledLink-sc-m7fi5w-0 fcYnec"><h2 class="Typography__H2-sc-14mayl5-2 bqmBJF">Stations</h2></a></div><ul class="styled__StyledLinkWrapperList-sc-1bqs6su-4 hJvpwo"><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/find-a-station/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Find a Station</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/travel-information/find-a-train-company/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Find a Train Company</span></a></li></ul></div></li><li class="styled__StyledFooterListItem-sc-1bqs6su-5 gdgSqq"><div><div class="styled__StyledMainLinkWrapper-sc-1bqs6su-3 knzLNj"><a href="/web/20240110213019/https://www.nationalrail.co.uk/travel-information/" class="styled__StyledLink-sc-m7fi5w-0 fcYnec"><h2 class="Typography__H2-sc-14mayl5-2 bqmBJF">Travel Information</h2></a></div><ul class="styled__StyledLinkWrapperList-sc-1bqs6su-4 hJvpwo"><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/travel-information/alerts-and-notifications/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Alerts and Notifications</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/travel-information/timetables/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Timetables </span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/travel-information/future-engineering-works/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Future Engineering Works</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/travel-information/safe-train-travel/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Safe Train Travel</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/travel-information/sustainability/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Sustainability</span></a></li></ul></div></li><li class="styled__StyledFooterListItem-sc-1bqs6su-5 gdgSqq"><div><div class="styled__StyledMainLinkWrapper-sc-1bqs6su-3 knzLNj"><a href="/web/20240110213019/https://www.nationalrail.co.uk/inspiration/" class="styled__StyledLink-sc-m7fi5w-0 fcYnec"><h2 class="Typography__H2-sc-14mayl5-2 bqmBJF">Inspiration</h2></a></div><ul class="styled__StyledLinkWrapperList-sc-1bqs6su-4 hJvpwo"><li><a href="http://web.archive.org/web/20240110213019/https://www.daysoutguide.co.uk/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Days Out Guide</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/inspiration/train-travel-in-europe/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Train Travel in Europe</span></a></li><li><a target="_blank" rel="external" href="/web/20240110213019/https://www.nationalrail.co.uk/tickets-railcards-and-offers/connecting-travel/interrail/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Interrail</span><span class="styled__StyledExternalLink-sc-m7fi5w-1 bRoEVY">(external link, opens in a new tab)</span></a></li></ul></div></li><li class="styled__StyledFooterListItem-sc-1bqs6su-5 gdgSqq"><div><div class="styled__StyledMainLinkWrapper-sc-1bqs6su-3 knzLNj"><a href="/web/20240110213019/https://www.nationalrail.co.uk/help-and-assistance/" class="styled__StyledLink-sc-m7fi5w-0 fcYnec"><h2 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class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Passenger Assist</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/media/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Media</span></a></li></ul></div></li><li class="styled__StyledFooterListItem-sc-1bqs6su-5 gdgSqq"><div><div class="styled__StyledMainLinkWrapper-sc-1bqs6su-3 knzLNj"><a href="/web/20240110213019/https://www.nationalrail.co.uk/on-the-train/" class="styled__StyledLink-sc-m7fi5w-0 fcYnec"><h2 class="Typography__H2-sc-14mayl5-2 bqmBJF">On the Train</h2></a></div><ul class="styled__StyledLinkWrapperList-sc-1bqs6su-4 hJvpwo"><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/on-the-train/accessible-train-travel-and-facilities/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Accessible Train Travel and Facilities </span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/on-the-train/train-travel-with-bicycles/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Train Travel with Bicycles</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/on-the-train/train-travel-with-pets/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Train Travel with Pets</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/on-the-train/train-travel-with-children/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Train Travel with Children</span></a></li><li><a href="/web/20240110213019/https://www.nationalrail.co.uk/on-the-train/food-and-drink/" class="styled__StyledLink-sc-m7fi5w-0 xMwwB"><span class="Typography__PRegular-sc-14mayl5-7 kLdFgm">Food and Drink</span></a></li></ul></div></li><li 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