How to Complain to the Rail Ombudsman
The Rail Ombudsman looks at complaints about train companies in England, Wales and Scotland that are members, once the company has had 40 working days or sent its final response. It is free. Write your complaint to the train company, and we print it and post it for you by Royal Mail.
Not complained to the train company yet? Send your complaint by Royal Mail Tracked 24, from £8.99, so you can prove the date it arrived.
From £2.49 including printing and postage
- No printer or Post Office trip
- See the finished letter before you pay
- Order by 2.30pm for same-day posting
Quick Answer
- Complain first to
- The train company
- It has
- 40 working days
- Then you have
- 12 months
- Cost
- Free
- Phone
- 0330 094 0362
A deadlock letter, the company's written final response, lets you go sooner. It can come by letter, email or text.
Where to Send It
Complain to the train company first. If it does not sort it out, complain to the Rail Ombudsman online, by phone or in writing.
The train company
Your complaint to the train company, which comes first.
The address on its websiteor your ticket paperworkSay what went wrong and what you want it to do, and keep a copy.
Write your complaint letterRail Ombudsman
Posting its paper complaint form.
FREEPOST - RAIL OMBUDSMANThis Freepost address has no postcode, and our letters need one, so we cannot post to it for you. Its online form is the quickest way to complain.
Checked against the Rail Ombudsman website on 19 October 2026.
Why Send It With PostRight
Proof It Arrived
Choose Tracked 24 and you can see when your letter was delivered, with a photo on delivery. Useful when a deadline or reply time counts from the day it arrives.
No Printer, Envelope or Stamp
Type your letter or upload a PDF on any device. We print it, put it in the envelope and post it.
Posted Today
Order by 2.30pm on a working day and we post it the same day by Royal Mail.
How It Works
- 1Complain to the train companyWrite to the train company, say what went wrong and what you want it to do, and keep a copy.
- 2We print it and post itOrder by 2.30pm on a working day and we post it the same day by Royal Mail. A tracked service shows when it arrived, which helps you count the reply time.
- 3Go to the Rail OmbudsmanIf it does not sort it out within 40 working days, complain to the Rail Ombudsman within 12 months of its final response.
Complain to the Train Company First
You can go to the Rail Ombudsman if the train company has not resolved your complaint within 40 working days of receiving it, or if you are unhappy with its final response.
Time Limit
Complain to the Rail Ombudsman within 12 months of the train company's final response.
What It Covers
The Rail Ombudsman looks at delays and cancellations, ticket sales and refunds, customer service, and station and onboard facilities. It cannot look at strike action, appeals against penalty fares or parking fines, or claims for more than £2,500 in compensation.
Decisions
If you accept its decision, the train company must follow it within 20 working days, or 10 working days for a refund. You do not have to accept it.
Other Ombudsman Guides
Frequently Asked Questions
40 working days from receiving your complaint, unless it sends a deadlock letter sooner.
Send your complaint to the train company today.
Write or upload your letter, choose your service at checkout, and we print it and post it by Royal Mail.
Write Your Letter