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Your rights

The National Rail Conditions of Travel set out the legal contract that you have with us when you purchase a ticket and travel with us.

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As a consumer you have rights under the Consumer Rights Act 2015, and anything which we set out is intended to address complaints we receive, and claims made in a fair manner. This does not limit or exclude rights you may have.

How can I make a comment, complaint or suggestion?

We always welcome your comments, compliments and suggestions about our services. And we will also try to resolve any complaints you may have should things get that far.


The best way to contact us is via our website.

Customer Relations online form

By phone

For urgent enquiries, call our Customer Relations team on 0333 311 0006.

By post

For Train To Plane related complaints and enquiries by post, write to us at:


For more information check our Passengers' Charter

Comments about stations or other train operators

If you’ve got a comment run by other train operators, visit the National Rail website.

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