Our policy does not in any way limit or exclude your legal rights under the Consumer Rights Act 2015.
Under the Consumer Rights Act, you may be able to claim extra compensation if you incur costs as a result of our failure to provide the expected service. If you think this applies to you, please get in touch with our Customer Services team and tell us what happened so we can look into it.
We look at each claim on a case-by-case basis and aim to get back to you within 20 working days.
For more information on the Consumer Rights Act and how it applies to the railway industry please see Consumer Rights Act Customer FAQs PDF from National Rail.