Complaining about a train company
When the Rail Ombudsman will take your case — it is 40 working days, not eight weeks — plus Delay Repay and your rights under the National Rail Conditions of Travel.
The short answer
- You can escalate after
- 40 working days from them receiving your complaint
- Or sooner, if
- they send you a deadlock letter — a final response saying they will do no more. That removes the waiting period completely.
- Who decides it
- Rail Ombudsman
- Deadline
- within 12 months of the operator’s final response
The law on your side
- the operator’s Delay Repay scheme and the National Rail Conditions of Travel
Checked against the source on 16 September 2026. If you spot something out of date, tell us and we will fix it.
What to do first
Complain to the company in writing, and make it a formal complaint in those words — that is what starts the clock. Say what happened with dates, what you want, and give them 14 days. Keep every reply.
If they go quiet or fob you off, the clock above is what you are counting down.
Or have it written for you
Pester writes the complaint citing the right law, and drafting one is free — copy it and send it yourself. For £9 it sends it in your name, chases every three working days, and builds the ombudsman pack when they stall.
Draft my complaint free