We value all feedback as this helps us recognise where improvements can be made to our service. We take all comments seriously and appreciate your time taken to let us know when things could be better. We do aim to resolve all complaints appropriately however if you are unhappy with our response, you can contact us again about it or appeal to the Rail Ombudsman (for incidents on 26th November 2018 and beyond).

The Rail Ombudsman are there to help resolve ongoing complaints between us and our customers. It’s free to use their services and they are independent of the rail industry. They don’t take sides, but just look at the evidence available. They will help us both to try to reach an agreement, but if this doesn’t happen, they will make a decision based on the evidence they’ve received. For decisions made by the Rail Ombudsman only if you agree with their decision, then we have to act on what they say.

You can appeal to the Rail Ombudsman if:

• You’re unhappy with our final response to your complaint which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
• We haven’t resolved your complaint within 40 working days of receiving it; and
• No more than 12 months have passed since we sent you our final response.

There are some complaints that the Rail Ombudsman won’t be able to look into, for example if it’s about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established. If that’s the case, then they’ll contact you to let you know. 

The Rail Ombudsman can be contacted as follows:
 
Website: railombudsman.org
Email: info@railombudsman.org
Tel: 0330 094 0362
Textphone: 0330 094 0363

Twitter: @RailOmbudsman
Post: FREEPOST – Rail Ombudsman
 


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