Complaints & Compensation

Due to unprecedented numbers of customer contacts to our team and the current travel restrictions in place nationally please ensure where possible you contact Customer Relations by email at [email protected] or utilise the the webforms available in this section.

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 accessing our online comments form through this website. View our comments form.

We also have a specific disruption feedback survey for customers who are currently travelling, or have travelled in the last 7 days. This is another way that we are working to drive change, and we would be very pleased to hear your feedback. This survey is not intended to replace our complaint handling process but is another mechanism by which you can tell us what you think. Tell us what you think.

Compensation for delays

If your journey with us is delayed between 30 and 59 minutes, you may claim compensation under our 'Delay Repay' scheme irrespective of what caused the delay.

We will pay you compensation to the value of at least 50% of the cost of a single ticket, or 50% of the cost of either the outward or return portion of a return ticket. In the case of season tickets, the compensation will be calculated using the proportional daily cost of the price of the ticket.

If your journey is delayed by 60 minutes or more, we will double the amount you receive.