Complaints · UK · Trains
How to complain about a train company (UK)
Complain to the train company that ran the service or sold the ticket, and claim Delay Repay separately for late trains. The company has 40 working days to resolve it unless it sends a final response sooner. Then go to the Rail Ombudsman, which is free, within 12 months of the final response. It handles claims up to £2,500 and its decision binds the train company if you accept it.
Complaint routes and time limits checked against official sources on .
First
Complain to the train company
in writing
Wait
40 days
or a final response
Then
Rail Ombudsman
free
Checked
27 Sep 2026
official sources
1. Complain to the train company first
Complain to the train company that ran the service (or sold the ticket) using its online form. Claim Delay Repay separately if your train was late. Include: ticket type, price and ticket number or a photo of it; date, time and stations of the journey; what went wrong; any Delay Repay reference; what you want: a refund, compensation or an apology.
2. How long to wait
Allow the train company 40 working days to resolve your complaint, unless it sends a final response (deadlock letter) sooner.
3. Escalate to Rail Ombudsman
Within 12 months of the final response, unless there are exceptional circumstances. It is free. It can: refunds and discounts; an explanation or apology; goodwill gestures such as free travel; binding on the train company if you accept; claims over £2,500 are outside its remit. railombudsman.org/en
Where to escalate and the time limits
Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.
| Who | Time limit | Cost |
|---|---|---|
| Rail Ombudsman | Within 12 months of the final response, unless there are exceptional circumstances. | Free |
Evidence to keep
Tickets or booking confirmation. Screenshots of live departure boards or delay notices. Receipts for taxis or hotels. Emails with the train company. The final response letter.
Also worth knowing
Working days here skip weekends and England and Wales bank holidays.
Guides and definitions
- Section 75 or chargeback: which should you use to get your money back? (Guide)
- Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
- Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
- Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
- Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)
Complaints about something else
- Energy (gas and electricity) (UK)
- Broadband, landline and pay TV (UK)
- Mobile phone (UK)
- Bank, credit card or loan (UK)
- Insurance (UK)
- Pensions (UK)
- Investments or financial advice (UK)
- Flights and airlines (UK)
- Parcels and post (UK)
- Online shopping or a shop (UK)
- Council services (UK)
- Housing association or council housing (UK)
- Private landlord or letting agent (England) (UK)
- NHS in England (UK)
- Water (England and Wales) (UK)
All complaint guides · Get your route with dates and a letter
Common questions
How long does a train company have to deal with my complaint?
40 working days. If you complained on 1 September 2026, the Rail Ombudsman can take it from 27 October 2026, counting weekdays and skipping bank holidays. If the company sends a final response or deadlock letter sooner, you can go straight away.
What is the deadline to complain to the Rail Ombudsman?
12 months from the train company's final response, unless there are exceptional circumstances. A final response dated 15 September 2026 gives you until 15 September 2027. Keep the letter, because the Ombudsman will ask for it.
What can the Rail Ombudsman award?
Refunds, discounts, explanations, apologies and goodwill gestures such as free travel. Claims for more than £2,500 in compensation are outside its remit. If you accept its decision, the train company must comply, usually within 20 working days or 10 for refunds.
Is the Rail Ombudsman free?
Yes. It is a free service for passengers with unresolved complaints about train companies. You are not bound by its decision, so you can still take other action, including court, if you disagree with it.
What evidence should I keep for a train complaint?
Your tickets or booking confirmation, screenshots of departure boards or delay notices, receipts for taxis or hotels you had to pay for, your emails with the train company and its final response letter.
Sources and assumptions
- General routes from official sources; a scheme may ask for more before it takes your case.
Guidance on where to complain, not legal advice.