Redress, Complaints and Feedback

Complaints and Redress

We want all journeys to meet our customers' expectations however, if we do fail to provide you with the assistance you’ve booked we will provide you with appropriate redress for your journey. We recognize that in some situations, compensation is not what you’re looking for, but rather, for us to learn from your experience and for you to understand any steps we’re taking to stop it happening again. If you make a complaint about an instance of assistance which failed, we will investigate what happened and discuss with you an appropriate outcome. Please contact us via one of the methods below with details of your complaint and your booking reference, if you have one, and we will investigate what went wrong.

Other train companies may have different complaint and investigation schemes. However, if your journey was with us we will co-ordinate the responses to your complaint, so you only have to make it once. We aim to respond to 90% of comments and complaints in ten working days and 95% in twenty working days.

We will always comply with the Consumer Rights Act 2015 and in line with National Rail Conditions of Travel, we will consider all additional compensation claims for any losses or extra cost caused by a service failure. This does not affect your legal right to make claims under the Consumer Rights Act 2015, although you must not seek to recover the same money twice (for example from both our complaints process and the Consumer Rights Act 2015). If you are not happy with our final response to your complaint, or you have received what is sometimes referred to as a ‘Deadlock Letter’ or we have not resolved your complaint within 40 working days of having received your complaint or It is within 12 months of any final response from Greater Anglia. Then you may wish to contact The Rail Ombudsman for further information, advice or to ask them to take up your complaint.

To claim redress or make a complaint please contact us via our customer contact centre.

email: [email protected]
Tel: 0345 600 7245 (Option 8)
Type Text: 18001 0800 028 28 78

Please don't send images of bank cards, passports, or other information which is personal to you. We'll let you know if we need anything and how to send it to us.


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