Contacting us FAQs

Find out the ways to contact us, how to unsubscribe from marketing emails and our complaint handling process.

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:


For more information check our Passengers' Charter


You can subscribe or unsubscribe from marketing emails in your online account from our website or app:

  • Log into your account
  • Click on your name in the menu bar and select “My account”
  • Select “Contact preferences” from the list of options
  • Slide the toggle on/off to opt in or out of our mailing list

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.


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.

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

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:

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