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Get in touch | Grand Central Rail
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href="/help/passenger-charter" title="Passenger charter" data-drupal-link-system-path="node/121896">Passenger charter</a> </li> <li> <a href="/help/change-my-ticket" title="Change my ticket" data-drupal-link-system-path="node/159316">Change my ticket</a> </li> </ul> </li> </ul> <a aria-label="My Account" class="button button--account" href=https://buy.grandcentralrail.com/account>My Account</a> <div class="search"> <input aria-label="Search topic or keyword" type="text" class="input input--search" value=""/> <button aria-label="Search " class="button button--search-submit"><span>Search</span></button> </div> </div> </header> <div class="container"> <div class="main--no-sidebar"> <div> <div id="block-grandcentral-atomic-breadcrumbs" data-block-plugin-id="system_breadcrumb_block"> <nav class="breadcrumb" role="navigation" aria-labelledby="system-breadcrumb"> <ol> <li> <a href="/">Home</a> </li> <li> <a href="/help">Help & Contact</a> </li> <li> Get in touch </li> </ol> </nav> </div> </div> </div> <main class="main--no-sidebar" > <div> <div data-drupal-messages-fallback class="hidden"></div><div id="block-grandcentral-atomic-grandcentral-atomictheme-system-main" data-block-plugin-id="system_main_block"> <article> <div> <div class="layout layout--onecol"> <div > </div> </div> <div class="container"> <main id="main-content" class="main--no-sidebar layout__region layout__region--main"> <div data-block-plugin-id="gc_page_title"> <div class="page-block page-block--page-title "> <h1>Get in touch</h1> <div class="main-image"> <img src="https://www.grandcentralrail.com/sites/default/files/basic_page_images/pre%20family%20girl_1196x380px.jpg" alt="You Are Central"/> </div> </div> </div> </div> </main> </div> <div class="container"> <main id="main-content" class="main layout__region"> <div data-block-plugin-id="gc_content_block"> <div class="page-block page-block--main-content"> <h2>Customer services</h2><p>The easiest way to claim compensation for a delayed journey is via our <a href="/help/refunds-and-compensation" title="Claim compensation or a refund for a Grand Central journey">online compensation form</a>, which includes full details of our compensation policy.</p><p>For information on how to request a refund for unused tickets, please click <a href="/help/refunds-and-compensation" title="Claim a refund for an unused Grand Central journey">here</a>.</p><p>For comments, complaints, and any other issues, please contact us using the form below and provide copies of your train tickets as proof of your journey. If your query is urgent, please speak to our Customer Relations team by calling <a href="tel:03456034852"><strong>0345 603 4852</strong></a> (option 4, then option 1).</p><p>If things haven't gone smoothly please see our<strong> </strong><a href="https://www.grandcentralrail.com/sites/default/files/files/timetables/Complaints-Booklet-2022.pdf" title="Grand Central complaints handling procedure"><strong>Complaint Handling Procedure</strong></a><strong>. </strong>Please note our address has changed and is no longer in Sheffield, we are in the process of updating this PDF.</p><p align="center"><a class="button button--primary" href="https://help.grandcentralrail.com/hc/en-gb/requests/new?ticket_form_id=360000039033" title="Contact Grand Central">Contact Grand Central directly</a></p><ul><li>Email us at <a href="/cdn-cgi/l/email-protection#b9dacccacdd6d4dccb97cadccbcfd0dadccaf9decbd8d7dddadcd7cdcbd8d5cbd8d0d597dad6d4"><span class="__cf_email__" data-cfemail="690a1c1a1d06040c1b471a0c1b1f000a0c1a290e1b08070d0a0c071d1b08051b080005470a0604">[email protected]</span></a></li><li>Phone us - <a href="tel:03456034852"><strong>0345 603 4852</strong></a><strong> </strong>available 07:00 - 19:00 Monday to Friday, 09:00-12:30 Saturday-Sunday - we are closed 1st January, 25th & 26th December.</li><li>Message us via our <a href="">website</a> </li><li>Write to us at Customer Relations Manager, Grand Central Rail, Ground Floor, Wakefield Kirkgate Station, Monk Street, Wakefield, WF1 4EL</li><li>Link to our <a style="background-color:transparent;box-sizing:border-box;color:rgb(131, 76, 0);font-family:inherit;font-size:inherit;text-decoration:underline;" href="https://twitter.com/GC_Rail?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor">X (Twitter) </a>page </li></ul><h3>Changing your ticket</h3><p>For tickets bought on the Grand Central website, please visit your account online to see if your ticket is exchangeable or call <a href="tel:03456034852"><strong>0345 603 4852</strong></a> (option 3, then option 1, 07.00 - 22.00, 7 days a week). If you have a eTicket, you can purchase a replacement at a different time and date,<strong> keeping the travel class, ticket type and service provider the same</strong>. Once you have done this, you can contact our Customer Relations team and they will process the amendment refund using both booking references. </p><p>Tickets bought from station ticket offices must be returned to the place of purchase and changed there.</p><h3>Buying your ticket</h3><p>Buy online using the 'Find your train' panel at the top of this page. Alternatively call us on <a href="tel:03456034852"><strong>0345 603 4852</strong></a> (option 3, then option 1)</p><table role="presentation"><thead><tr><th>Lost property</th></tr></thead><tbody><tr><td><ul><li><h2>Left on Train</h2><section><p>If an item was lost on a Grand Central service and recovered by the on board crew, it will be handed into the terminating station which will be Bradford Interchange, Sunderland or London Kings Cross.</p><p><strong>Bradford Interchange or Sunderland Stations</strong> please contact Northern Rail who run those stations on 0800 200 6060.</p><p><strong>London Kings Cross</strong>,please contact the Excess Baggage Company on 0330 024 0215 and available Monday-Saturday 7am-11pm and on Sunday 8am-11pm. </p><p>Alternately you can complete their online report form here - <a href="http://www.lostproperty.org/" tabindex="-1">www.lostproperty.org</a>.</p></section><h2>Left at Station</h2><section><p>Please contact the relevant train station, for a list of all the stations that Grand Central service please <a href="https://www.grandcentralrail.com/stations" tabindex="-1">click here. </a></p></section></li></ul></td></tr></tbody></table><h3>Social media</h3><p>Follow Grand Central on <a href="http://www.facebook.com/grandcentralrail" title="Grand Central on Facebook">Facebook</a> to hear about our latest special offers and news or follow us on X (formerly Twitter) at <a href="https://twitter.com/GC_Rail" title="Grand Central on Twitter">@GC_Rail</a>. Accounts are monitored from 06:00 to 22:00 Mon-Sat and 10:00 to 22:00 on Sunday.</p><p>You can also message us directly via <a href="https://www.messenger.com/t/grandcentralrail/" title="Contact Grand Central on Facebook Messenger">Facebook messenger</a> or send us a <a href="https://twitter.com/messages/compose?recipient_id=2491174118" title="Contact Grand Central via Twitter direct message">DM on X (formerly Twitter)</a>.</p><h2>Other contact information</h2><ul class="accordion"><li>Rail Ombudsman<ul><li>Please give us the opportunity to try to resolve your complaint. If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman. The Rail Ombudsman is there to help resolve ongoing complaints between us and our customers. It’s free to use their services and they are independent of the rail industry. They don’t take sides, but just look at the evidence available. They will help us both to try to reach an agreement, but if this doesn’t happen, they will make a decision based on the evidence they’ve received. If you agree with their decision, then we have to act on what they say.</li><li>You can appeal to the Rail Ombudsman if:<ul><li>you’re unhappy with our final response to your complaint which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or</li><li>we haven’t resolved your complaint within 40 working days of receiving it; and</li><li>no more than 12 months have passed since we sent you our final response.</li></ul></li><li>There are some complaints that the Rail Ombudsman won’t be able to look into, for example if it’s about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established. If that’s the case, then they’ll contact you to let you know. If possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London Travel Watch– the independent consumer watchdogs for the rail industry. They will independently review your complaint and where appropriate, follow things up on your behalf.<br> </li><li><table><tbody><tr><td>Website</td><td><a href="https://www.railombudsman.org" title="Rail Ombudsman">www.railombudsman.org</a></td></tr><tr><td>Telephone</td><td><a href="tel:03300940362">0330 094 0362</a></td></tr><tr><td>Textphone</td><td><a href="tel:03300940363">0330 094 0363</a></td></tr><tr><td>Email</td><td><a href="/cdn-cgi/l/email-protection" class="__cf_email__" data-cfemail="a7cec9c1c8e7d5c6cecbc8cac5d2c3d4cac6c989c8d5c0">[email protected]</a></td></tr><tr><td>Twitter</td><td><a href="https://twitter.com/RailOmbudsman" title="Rail Ombudsman Twitter">@RailOmbudsman</a></td></tr><tr><td>Post</td><td>FREEPOST – RAIL OMBUDSMAN</td></tr></tbody></table></li><li><p>The Contact Relations Team are available:<br> </p><table><tbody><tr><td>Monday - Friday</td><td>09:00 - 17:00</td></tr><tr><td>Weekends & Bank Holidays</td><td>Closed</td></tr></tbody></table></li></ul></li><li>Web support<ul><li>If you're having difficulty using the web site, please first check:<ul><li>Do you have similar problems on other sites? If so, you may want to discuss the problems with a computer expert</li><li>Are there any problems with your internet provider (i.e. talktalk, ee, Virgin etc.)? If you are having trouble with loading pages, you may want to contact your internet provider and explain the trouble you are having.</li><li>Have you recently installed a new firewall on your PC? Some firewall settings restrict your ability to access certain pages (payment page and others). Adjusting the settings of the system may remove these restrictions.</li><li>Are you using a browser we support (e.g. Internet Explorer, Firefox or Google Chrome)?</li><li>Have you changed the security or cookie settings on your browser? You may want to restore the security and cookie settings to the factory settings and try again.</li><li>If you have run through this quick checklist and you are still having problems then either email the details to our customer support team using the Contact us section or call <a href="tel:03456034852"><strong>0345 603 4852</strong></a> (option 3, then option 1).<br><br>To help us quickly identify the cause of the problem, please provide as much detail as you can. Things that really help us are recording the:</li><li>Time/date of fault.</li><li>Exact error message displayed on the computer.</li><li>Page the message occurred on (home page, payment page etc.)</li><li>The journey details you entered if the error occurred during the booking process.</li><li>A screen print of the fault. The button for this tool is usually found on the upper right hand side of the keyboard. Click the 'Print Screen' button (sometimes abbreviated 'PrtScn') and then use the paste function (Ctrl/Cmd + V) in the body of the email, to load the image.<br><br>We will send this information onto one of our system support experts who will investigate the problem and respond to you as quickly as possible.</li></ul></li></ul></li><li>Grand Central useful numbers<ul><li><table class="contact-table"><tbody><tr><td>Customer Relations</td><td><a href="tel:03456034852">0345 603 4852</a> (option 4, then option 1)</td></tr><tr><td>Travel assistance</td><td><a href="tel:03448110072">0344 811 0072</a></td></tr><tr><td>Text relay</td><td>18001 0344 811 0072</td></tr><tr><td>Web bookings & print-your-own-tickets support</td><td><a href="tel:03712440216">0371 244 0216</a></td></tr><tr><td>On-board Wi-Fi support</td><td><a href="tel:02080280371">0208 028 0371</a></td></tr><tr><td>National Rail Enquiries</td><td><a href="tel:03457484950">0345 748 4950</a></td></tr><tr><td>Train Tracker</td><td><a href="tel:03457484950">0345 748 4950</a></td></tr></tbody></table></li></ul></li></ul> </div> </div> </main> <aside class="sidebar layout__region"> <div data-block-plugin-id="gc_quick_links_block"> <div class="page-block page-block--quick-links"> <h3>Service status</h3> <ul> <li><a href="/travelling-with-gc/live-arrivals-and-departures">Live arrivals and departures</a></li> <li><a href="/travelling-with-gc/disruptions">Live Service Status</a></li> </ul> </div> </div> <div data-block-plugin-id="gc_quick_links_block"> <h2>Quick Links</h2> <div class="page-block page-block--quick-links"> <h3>Related content</h3> <ul> <li><a href="/help/faqs">FAQs</a></li> <li><a href="/help/travel-assistance">Travel Assistance & Passenger Assist</a></li> <li><a href="/news">News & Press</a></li> </ul> </div> </div> </aside> </div> </div> </article> </div> </div> </main> </div> <footer class="footer"> <div class="container-fluid"> <div class="newsletter dark"> <div class="container"> <div 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