Contact us

Contact usWhether you’re looking for answers, have a problem you need solving, or just want to let us know how we did, you can find out how to contact us here.

You may find the answer to your query in our frequently asked questions.

Get help now from our customer services team on 0345 026 4700 from 07:00 to 22:00 every day (except Christmas Day).

Or you can...

What do I do if I am not happy with your response to my complaint?

We'll do our best to resolve any problems you've had in a fair and reasonable way. If, you're unhappy with our reply please let us know . Alternatively you can write to Transport Focus or London TravelWatch, independent consumer watchdogs, established by Parliament to protect and champion passengers' interests. They will consider your case and, where they believe it is appropriate will follow things up with us on your behalf.

For journeys within the London area

London Travelwatch
169 Union Street



For journeys outside the London area

Transport Focus
Transport Focus
PO Box 5594
Southend on Sea

Tel: 0300 123 2350 (Monday-Friday 08:00 to 20:00, Saturday and Sunday 08:00 to 16:00)


Alternative dispute resolution

Where we are unable to resolve your complaint internally we are required to advise you that "Ombudsman Services” who are providers of Alternative Dispute Resolution (ADR) services for the rail industry and who could deal with your complaint If we were also participating in ADR.​ However, as Transport Focus and London Travelwatch already provide a mediation service for passengers in the rail industry, we will not participate in the ADR process offered by Ombudsman Services

Ombudsman Services
PO Box 730

Tel: 0330 440 1614


Online Dispute Resolution

Online complaint refers to a complaint made in relation to an online purchase via our website. Where we are unable to resolve your online complaint internally, consumers should be aware of the Online Dispute Resolution process. Further details may be found at:

You can also download our complaints document below, for information on how to contact us.

Great Northern and Thameslink complaints document