CONTACT 
THE TRAIN 
COMPANY 
CONCERNED 

This may be done 
via their website, by 
email or by phone. 
If you're not happy,
make a complaint. 

## Gather Relevant Information Finding A Resolution

You should receive a response within 20 working days. 

This could include specific journey details such as departure station, date, time and ticket type. 

## Not Happy With The Response?

You have the right to request that your train company escalate your complaint. They have a maximum of 40 working days to try to find a resolution. 

## If Your Complaint Is Not Resolved

You can now ask the Rail Ombudsman to investigate. 

www.railombudsman.org