Contacting us FAQs

We welcome your comments, compliments and suggestions about our services. And we’ll always do our best to resolve any complaints you have.

You can contact us:

• Online: The best way to contact us is via our Customer Relations online form
• By phone: For urgent enquiries, call our Customer Relations team on 0333 311 0039
• By post: For complaints and enquiries by post, write to us at:

Freepost WEST MIDLANDS RAILWAY CUSTOMER RELATIONS

For more information check our Passengers' Charter

Every complaint received at our Customer Services Centre is logged on a database with a unique reference number. This enables us to track and monitor the status of your complaint.

• We investigate all complaints thoroughly to ensure our response is fair and without bias
• We will reply with a full explanation and, where appropriate, an apology
• If you raise more than one issue in your complaint, we will deal with each issue in this way

We’ll do everything we can to deliver a high standard of service and respond to your needs. Please give us the opportunity to resolve your complaint.

However, if you’re not satisfied with your experience and our Customer Relations team’s resolution, you can contact a rail industry watchdog or the Rail Ombudsman.

Transport Focus is the independent consumer watchdog for the rail industry. They’ll look at your case and follow things up if they think we’ve not dealt with it adequately.

• Website: www.transportfocus.org.uk
• Email: [email protected]
• Phone: 0300 123 2350
• Post: Freepost TRANSPORT FOCUS
  77 Timothys Bridge Road
  Stratford Enterprise Park
  STRATFORD-UPON-AVON
  CV37 9BG

London TravelWatch: Contact for any issue you have on journeys made from stations between Tring and London, including St Albans Abbey to Watford.

• Website: www.londontravelwatch.org.uk
• Email: [email protected]
• Phone: 020 3176 2999
• Post: Freepost LONDON TRAVELWATCH
  Timothys Bridge Road
  Stratford Enterprise Park
  STRATFORD-UPON-AVON
  CV37 9BG

The Rail Ombudsman is here to help resolve ongoing complaints. They’re independent of the rail industry and it’s free to use their services. You can appeal to the Rail Ombudsman if:

• You’re unhappy with our final response to your complaint; or
• We haven’t resolved your complaint within 40 working days of receiving it; and
• No more than 12 months have passed since we sent you our final response

Contact the Rail Ombudsman:

• Website: www.railombudsman.org
• Email: [email protected]
• Phone: 0330 094 0362
• Textphone: 0330 094 0363
• Post: FREEPOST - RAIL OMBUDSMAN

You can make a Subject Access Request to ask for information we hold about you. You’ll need to complete the form and send us proof of your identity.

• Online: Complete our online subject access request form
• By post:
  • Download the subject access request form
  • Post your completed form to:
    Data Protection Manager,
    West Midlands Trains,
    134 Edmund Street,
    Birmingham, B3 2ES