Contact us

We have a team of friendly people who can help resolve any issue that you have so please do get in touch.

Have a question? You may be able to find your answer using our Help Centre
If you want to leave us feedback, good or bad, visit our Feedback Centre

Alternatively, you can get in touch with us using the information below.

We aim to respond to 95% of correspondence received by email and post within 20 working days. In some cases, however, we may need a bit more time to investigate and respond, but if this is the case we will contact you to let you know.

We understand that some people find it more difficult to contact us than others and so we will be flexible in how we communicate. There are a number of ways that you can contact us (including email, telephone, letter, textphone, etc.) and we will respond in an appropriate format. We’re also happy for carers, support workers or guardians to contact us on your behalf (as long as you have given permission).

If you’d like further information on how we will deal with your complaint you can download a copy of our Complaints Handling Procedure.

Contact us form

Case Record Type

Status

Reason for contact

Title
Forename(s)
Surname
Email
Phone
Street Address
Address Line 2
City
County
Postal / Zip Code/label

Subject
Description

Date
/ / Time

Boarding Station
Destination Station

Ticket Type
Booking Reference (if applicable)
Where you purchased your ticket?
Last 8 digits of c2c Smartcard or N/A

Other contact details

Get in touch with our Customer Relations team if you’d like to make a complaint about any aspect of our service, if you have a question or query, or any other comments or feedback. There are a number of ways to get in touch with Customer Relations including:

Telephone – 0345 744 4422. Lines are open 0800 – 2000 Monday to Friday and 0900 – 1600 on weekends and bank holidays
Post – FREEPOST c2c Customer Relations
Email – contact@c2crail.co.uk

Not satisfied with our response?

If, after contacting us you don’t feel that we have resolved your complaint satisfactorily and we have issued you what is known as a Deadlock Letter, or it has been 8 weeks since you complained you may want to:

Contact the Rail Ombudsman. The Ombudsman will investigate your complaint and make a decision based on the information given to them. If you agree with the Ombudsman’s decision we have to do what they say. This could be making an apology, explaining what went wrong, correcting the problem, or giving you a financial award.

If your complaint is about the way our service has been designed, rail industry policy, or if your complaint relates to an event that took place before the Rail Ombudsman service was established, the Ombudsman will review it and then put it in the hands of Transport Focus or London TravelWatch who may progress it on your behalf. These organisations are passenger watchdogs that work with the rail industry, government and others.

Website: (including online chat): www.railombudsman.org
Telephone:        0330 094 0362
Textphone:        0330 094 0363
Email:                  info@railombudsman.org
Twitter:              @RailOmbudsman
Post:                FREEPOST – RAIL OMBUDSMAN

The Contact Centre team are available:
Monday to Friday 08:00 – 20:00
Saturday and Bank Holidays 08:00 – 13:00

(excluding Christmas Day)

How can we help?

Key Information

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Travelling in a large group?

Lost something?