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Contacting us

Your questions about contacting Great Northern answered here…

How can I make a comment, complaint or suggestion?

We always welcome your comments and suggestions about our services. We will also try to resolve any complaints you may have.

Call our Customer Services team on  0345 026 4700  from 07:00 to 22:00 (except Christmas Day)

Complete our online enquiry form

Write to us at:

Govia Thameslink Railway
PO Box 10240
LE65 9EB

We aim to respond to all letters, emails and contact us forms within five working days of receiving them. It may take us longer than five days to investigate your complaint fully and to make the necessary enquiries. If this is this is the case, we'll:

  • confirm we are looking into your issue within five working days
  • send you a full reply within 10 working days, or in very complicated cases, 20 working days

You can also tweet us @GNRailUK and we’ll get back to you as soon as we can.

Find out more about our complaints handling procedure

How do you keep track of my complaint?

We log every complaint received at our Customer Services centre on a database with a unique reference number. This enables us to track the status of your complaint and to monitor that we have responded within the timescales set out in our complaints procedure.

Find out more about our complaints handling procedure.

How do I know my complaint will be treated fairly?

To ensure that our response is fair and without bias, we will investigate all complaints thoroughly. We’ll reply with a full explanation and, where appropriate, an apology. If you raise more than one issue in your complaint, we will deal with each issue in this way.

I don't feel my complaint has been resolved adequately. What else can I do?

If you're unhappy with the response you've had, please get back in touch first. We’ll review your complaint and hopefully resolve it to your satisfaction.

If you’re still unhappy with our response, or we fail to respond to you within reasonable time, you can contact London TravelWatch or Transport Focus. These independent statutory bodies help passengers with unresolved complaints against transport companies.

However, London Travelwatch and Transport Focus will only get involved once we’ve had the opportunity to try to resolve the problem first.

London TravelWatch

169 Union Street

Call: 020 3176 2999 (Monday to Friday, 09:00 to 17:00)



Transport Focus

Transport Focus
PO Box 5594
Southend on Sea

Call: 0300 123 2350 (Monday-Friday 08:00 to 20:00, Saturday and Sunday 08:00 to 16:00)


How can I see the information that you have about me?

Under the terms of the Data Protection Act (DPA) 1998, you can ask for access to information we hold about you. This is called a Subject Access Request, or SAR.

If you would like to make a SAR please complete the subject access request form. This guides you through the information and identification we need to process your request.

If you don’t want to complete the form, you can still write to us or email with:

  • A clear written request, detailing the information you require.
  • 2 forms of identification to enable us to verify your name (e.g. Copy of Driving License or Passport ID and address (e.g. a utility bill or similar) dated within the last 3 months.

You'll have to pay a £10 non-refundable fee for a SAR to cover our administration costs.

Your request will only be actioned when we have received the proof of name and address, identification, and the fee.

Please send all SAR requests to:

Paul Staiano
Data Protection Officer
Internal Audit and Compliance
1st Floor Monument Place
24 Monument Street

How long will it take to get a response to a data protection information request?

You'll get a reply to your application within 40 calendar days from the date that we receive the request, your proof of identity and the fee. We aim to make sure we respond to all requests promptly.

How can I find out more about my rights under the General Data Protection Regulation (GDPR)?

You can find out more about the GDPR on the Information Commissioner's Office website at

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