Customer Complaints

Greater Anglia is committed to providing a customer complaint procedure that meets the needs and expectations of all its customers.

Consultation on the proposed ticket office changes has closed

Find out more about the next steps of the proposed ticket office changes.

We recognise that customer feedback is essential to continuously improve our business, and your experience when you travel with us and welcome as well as act on the feedback we receive.

We will reply to all complaints, comments and claims in a timely and helpful way, addressing each substantive issue raised and acting to put problems right, which may include providing a reasonable level of compensation or may involve us giving your examples about how we have worked to improve aspects of our service based on customer feedback. As a consumer you may be eligible for different compensation if Greater Anglia have failed to provide a standard of service, or to put things right. Nothing set out is intended to limit or exclude your legal rights in these circumstances.

View complaints handling procedure

We think that it is important that you have the chance to tell us when things don't go to plan. Whilst we work hard to make sure that our trains run to time and that everything is right for our customers we know that sometimes things don't go to plan. Please tell us about your experience, and give us the chance to put things right. We will make every effort to provide you with answers and where it is appropriate we will provide reasonable compensation. When we look through or hear about a complaint we consider it on its own merits.

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. This does not limit or exclude rights you may have.

There are many different ways to contact Greater Anglia including our online comments form.

We have a specific Delay Repay compensation which can be accessed through this website, or by asking station staff for a paper form if you experience a delayed journey with us. The compensation scheme sets out how we will compensate for delays.

If your journey with us is delayed by 15 minutes or longer, you may claim compensation under our Delay Repay scheme irrespective of what caused the delay.

We have an easy to use online Delay Repay portal which is the fastest way to submit a claim when you have been delayed.

View Delay Repay.

Train operating companies (TOCs) are required to provide ORR with performance data in relation to their passenger-facing activities. This data provides a way for these companies to demonstrate they are complying with their obligations to passengers in relation to complaints handling procedures (CHPs), Disabled people's protection policies (DPPPs), and other consumer-related areas. It also allows ORR to monitor operators' progress in these areas over time and improves transparency and accountability for passengers.

ORR 2022/23 report

Our Ears are Burning!

We welcome hearing your feedback on your journey with us and have a dedicated survey where you can leave us your thoughts.

This short questionnaire is not intended to replace our complaint handling process but is another mechanism by which you can tell us what you think and help us to act on your feedback.

Useful links