HOME NEWS CAMPAIGNS INFORMATION COMPLAINTS CONTACTS FAQs

MAKING A COMPLAINT

We all suffer delays and frustration if a train is delayed or service is poor in some way. Sometimes the blame lies with Southern, such as a train failure or a locked toilet, sometimes the blame lies with Network Rail, such as track problems or the wrong type of snow! Road users are also to blame sometimes for crashing into level crossings or bridges. Sometimes it's the individual employee who responds to a polite request with an 'I don't care' attitude or seems to take pleasure in inconveniencing you.

But remember as a rail passenger you should remain calm and never abuse a rail employee. Sure it's someone's fault. But invariably it's not the ticket collector or the guard; they are just doing their job.

If you do have a problem with a Southern train service or an employee, this is what you should do. It's a simple three stage process.

  1. Collect as many details as possible of the specific incident i.e. place, time, name.
  2. Contact Southern Customer services and be polite. Southern should respond to you within 10 working days.
  3. If you are unhappy with their response, copy your complaint and response to WSRUA and Transport Focus.

Southern logo

Govia Thameslink Railway
PO Box 10240
Ashby-De-La-Zouch
LE65 9EB

Telephone: 0345 127 2920
Minicom/Textphone: 0345 127 2940

Email: comments@southernrailway.com

Web: www.southernrailway.com

 

WSRUA logo

West Sussex Rail Users Association
64 Brampton Court
Stockbridge Road
Chichester
West Sussex
PO19 8BD

Email: email us

Web: www.wsrua.org.uk

 

Transport Focus logo

Transport Focus
Fleetbank House
2-6 Salisbury Square
London
EC4Y 8JX

Telephone: 0300 123 2350

Web: www.transportfocus.org.uk


Copyright © 2017 West Sussex Rail Users Association