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Tell us about your rail experience

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If you have a complaint about the railway or the service you have received from a train company then you should complain directly.

Most complaints can be resolved in the first instance by dealing directly with the company responsible.

Rail passenger feedback

We want to seek people's opinions on services and stations to help us monitor quality and discuss improvements with train operators and Network Rail. Please fill in our form with your comments; it can be completed online or via the PDF form below.

Please send your completed PDF form to: Rail Feedback, Welsh Government, Freepost NAT 8910, Cathays Park, Cardiff, CF10 3BR or

Passenger Focus

If you are unhappy with the outcome of your complaint or you do not feel the train company handled it appropriately you can contact Passenger Focus who will independently review your complaint and judge whether they feel it was handled fairly and appropriately.

Passenger Focus is an independent public body set up by the Government to protect the interests of Britain's rail passengers. The Department for Transport funds Passenger Focus but their independence is guaranteed by an act of Parliament.

To contact Passenger Focus

Passenger Focus
PO BOX 4257
M60 3AR

Their passenger helpline is open 8am - 8pm Monday - Friday and 8am - 4pm weekends.

Document Download

PDF Document (MFS)
Downloadable form (File size: 39KB)