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Complaints handling procedure

If something’s gone wrong on Great Northern, we’ll do our best to put it right. Here’s what we’ll do if you have a complaint.

How to complain

When things go wrong we aim to fix them as quickly as possible.

If you’re unhappy with something we’ve done, or haven’t done, you can complain:

  • In person – to our staff at the station
  • In writing – in a letter, a tweet, or on our online form
  • By phone – by ringing our customer services team

We’ll do everything we can to try to resolve the issue.

Find out how to contact us or fill in the online form.

Fill in our online form

How we deal with your complaint

We aim to handle complaints quickly, so contact us as soon as you can.

We’ll investigate your complaint in full and consider it carefully to make sure it’s treated fairly.

If we’ve got it wrong, we’ll say sorry and promise to put things right.

Read our full complaints handling procedure for details.

Download our complaints handling procedure (pdf)

If you’re unhappy with our response

Let us know if you’re still not happy after we’ve looked into your complaint, and we’ll see if there’s anything else we can do.

If you’d like to take things further, you can complain to a watchdog.

They will consider your case and can take it up with us on your behalf. The right one to contact depends on whether your complaint relates to travel in London or outside London.

In London

Contact Travelwatch

Outside London

Alternative dispute resolution (ADR) 

Although Ombusdman Services provides Alternative Dispute Resolution (ADR) services to the rail industry, we don’t use these services and so they will not be able to deal with your complaint. This is because Transport Focus and London Travelwatch already provide a mediation service for rail passengers.

To find out more about the work of Ombudsman Services in other parts of the rail industry and which complaints they can help with, contact them at:

Ombudsman Services
PO Box 730
Warrington
WA4 6WU
Telephone 0330 440 1614

www.ombudsman-services.org 

Dispute resolution for online complaints

If you have a complaint about a purchase you made on our website, and we’re not able to resolve it internally, you can use the European Commission’s Online Dispute Resolution process.

You can find details at http://ec.europa.eu/odr

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