Key Information

Need to book assisted travel?

Visit our dedicated travel assistance page for guidance, access to an online booking form and telephone number details.

Book travel assistance

Travelling in a large group?

If you are a group of 10 or more, let us know so we can make arrangements to accommodate.

Make a request

Lost something?

Our team will see if we can find your item and if we can, we will can contact you if you leave us your details.

Report a lost item

Contact us

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

We are currently experiencing a higher than normal of volume of correspondence. While we aim to reply to all cases within 10 working days, at present this reply may be longer than expected. We are sorry for any inconvenience this may cause.

  • 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.

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 (option 6). Lines are open 0800 – 2000 Monday to Friday and 0900 – 1600 on weekends and bank holidays
  • Post – FREEPOST ADM3968, Southend, SS1 1ZS

We aim to respond to 95% of correspondence received by email and post within five working days and aim to respond to 100% within 10 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.

Comments, complaints and queries

Fill out the form below to send any comments, complaints or queries to our Customer Relations team.

Step 1 of 2

50%
  • Provide us with as much detail as possible.

    Details like time, date and location are vital to help us investigate your feedback.

    If your feedback is related to a train and if you can, provide us the train number and carriage number.

Key Information

Need to book assisted travel?

Visit our dedicated travel assistance page for guidance, access to an online booking form and telephone number details.

Book travel assistance

Travelling in a large group?

If you are a group of 10 or more, let us know so we can make arrangements to accommodate.

Make a request

Lost something?

Our team will see if we can find your item and if we can, we will can contact you if you leave us your details.

Report a lost item

Other contact information

  1. c2c Online and Telesales

    If you’re having problems booking tickets online you can contact our support team by emailing c2cenquiries.it-solutions@atos.net or phoning 0345 744 4422 (option 5). Lines are open 0800 – 2000 Monday to Friday and 0900 – 1600 on weekends and bank holidays

  2. National Rail Enquiries

    c2c is part of the National Rail network. Visit the National Rail website at nationalrail.co.uk or telephone 03457 48 49 50 for National Rail Enquiries. Lines are open 24 hours a day except Christmas Day.

     

     

     

  3. 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)