Customer Complaints

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

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.

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. View our Delay Repay.

Click here to find the Customer Directory

Download the Greater Anglia Complaints Handling Procedure (PDF)