Customer complaints handling procedure

When you travel with us you should expect high standards of service throughout.

We recognise that things might sometimes go wrong and our Customer Complaints Handling Procedure explains what you can expect from us if you need to make a complaint.

If you are delayed by 30 minutes or more on one of our trains, you can claim compensation without having to make a formal complaint under our Delay Repay guarantee

Download our Complaints Handling Procedure as a PDF

A complaint can be described as “any expression of dissatisfaction by a customer or potential customer about service delivery or about company or industry policy.” We know that a high quality Customer Complaints Handling Procedure is key to driving improved customer satisfaction.

Our Complaint Handling Procedure will:

  • Be easily accessible, well publicised and easy to use
  • Ensure efficient handling of a complaint and provide a response within publicised targets
  • Ensure full and fair investigation
  • Complement our Passenger Charter commitments
  • Respect individual’s right to confidentiality in line with the Data Protection Act
  • Provide information to management so that improvements can be made and the service continually improved
  • Be able to deal with insurance claims made against the company
  • We will make sure our station and on-train staff have the appropriate training and tools to help resolve your complaint on the spot.
  • If your complaint cannot be resolved by our frontline staff or managers they will put you in touch with our Customer Relations team.
  • If you are delayed by 30 minutes or more on one of our trains, you can claim compensation under our Delay Repay scheme without having to make a formal complaint.

We have a specially trained team of Customer Relations advisors dedicated to dealing with your complaint.

Our Customer Relations contact details are displayed on posters at stations, on each carriage of all our trains, printed within our timetables and Passenger Charter, and available on this website.

It’s usually quicker to contact us by phone or online but we will continue to make available other methods of contact, like post, to accommodate your preferences.

  • Website: complete the online form
  • Email: [email protected]
  • Phone: 0344 811 0141
    Lines are open 07:00 - 22:00, 7 days a week (07:00 - 20:00 on 24, 26, 31 December) with the exception of Christmas Day and New Year’s Day. If you call outside of these hours, you will receive a message to call back after 07:00 or contact us via our website. Calls are charged at local call rate from a standard landline.
  • Post: ScotRail Customer Relations
    PO Box 27129
    Glasgow G2 9LH
  • Social media: Post to our Facebook page or send us a private message. We will reply to as many posts as we can.
    Our staff are important to us and we respect their right to privacy, therefore we won’t deal with complaints made about staff on Facebook. Any post identifying a ScotRail colleague will be hidden from the page. If you wish to give us feedback on any of our staff, please email [email protected] If you make a complaint via social media, we will send you a link to our Customer Relations team.

We will reply to your complaint as quickly as possible. In fact, we aim to reply in full to anything we have received by post, email or via our website within seven working days.

Sometimes however, we might require further time to investigate, so if you don’t hear from us within seven working days, we will send you an acknowledgment and will then send you a £5 rail travel voucher as an apology. We will then aim to provide a full and final response within 20 working days.

Our seven day response target is 95% of complaints received.

ScotRail will work closely with Transport Scotland and Transport Focus during periods of increased volumes, which may impact our ability to meet this target.

We aim to answer 75% of incoming telephone calls within 30 seconds. If we cannot immediately resolve the complaint at the time of the call we aim to respond in the timescales mentioned for letters and emails, as detailed above.

If your complaint or claim is about another train company, Network Rail or another agency, we will send it to them on your behalf and write to you with their details within 7 working days.

If your journey involves another train company as well as us, we will take full ownership if we are responsible for the main reasons of the complaint and respond in full within 7 working days.

If there is any dispute, we will work with the other train operating company or companies to establish ownership in line with industry guidelines. We will let you know the outcome within 7 working days.

We provide opportunities for you to ask questions, raise issues or make a complaint in person with our Directors, Senior Managers and other members of our team.

We will give a full and fair investigation to any comments and complaints we receive. Where appropriate, we will directly involve our managers and members of the Senior Management team to ensure a consistent approach. This way we can try to avoid the same mistake happening again.

We aim to resolve your complaint first time round and apologise when appropriate. If you are not satisfied that we have resolved your complaint, a manager will conduct a further review of your specific concerns and provide their name and position as a point of contact. They will also share with you the contact details of Transport Focus and explain the role that they can play in resolving issues.

For further escalations from this point, you can ask Transport Focus for help and advice. Transport Focus is an independent body set up by Parliament to protect rail users’ interests. They are able to review your complaint and make representation to us on your behalf..

We reserve the right to terminate any correspondence or communication that could be construed as abusive, offensive or bullying in content. We will fully consult with Transport Scotland as well as Transport Focus before we terminate any correspondence and we will advise in writing of the reasons behind the decision.

When you complain to us, our aim is to resolve it for you first time round. We aim to use one member of the Customer Relations team from receipt to reply and to address each substantive point you raise.

All complaints involving staff conduct and safety related matters will be fully and fairly investigated. For reasons of confidentiality, we will not be able to divulge the outcome of any internal disciplinary procedure. Feedback will be provided to relevant management and staff as part of this process.

We will offer compensation when appropriate as explained in our Passenger Charter

We may also consider appropriate goodwill gestures on an ex-gratia basis when we are unable to fulfil our promises to you.

You can get a copy of our Passenger Charter online, from any of our staffed stations or by contacting the Customer Relations team.

We monitor the quality of our service through customer satisfaction surveys and customer call backs. We also review the information that we receive from customers who get back in touch to tell us they are not happy about the way their complaint has been handled. We share this information with Transport Scotland and use it to improve the performance of our Customer Relations team.

We will make provision for customers whose first language is not English, and make our reply in the appropriate language. Also, if you wish a copy of this Complaints Handling Procedure in another format such as large print, please email [email protected]

We are committed to meet the needs of people with disabilities. We aim to ensure that carers, support workers and guardians are able to act/advocate on behalf of a passenger with the passenger’s permission/authority. For more details on how we do this please see our Disabled Peoples Protection Policy

We may divulge some or all of your details to a third party without obtaining consent where it is necessary for us to fulfil our own statutory obligations. This includes other train companies, Transport Focus, Transport Scotland, insurers, the Office of Rail and Road (ORR), the police, or any other such body in order to fulfil the requirement of their duties.

Customer feedback is important to us. It helps us to identify areas where we can improve our service. To ensure that feedback helps to drive improvements we will:

  • Provide regular reports on complaints trends to managers at all levels so they can identify areas in need of improvement and take remedial action.
  • Submit reports every four weeks to Transport Scotland and the Office of Rail and Road on our performance in handling complaints in terms of speed of response and satisfaction ratings of customers who have complained.
  • Make specific reports available to senior managers where we feel this will help them improve our performance and satisfy our customers.
  • Provide information in the format and at the timescales required by Transport Scotland on the number of comments and complaints we receive, and our performance in dealing with them to Transport Scotland, the Office of Rail and Road and to Transport Focus.

National Rail Passenger Surveys are now being undertaken four times a year, two are conducted network-wide and two are carried out by ScotRail. The results are published on www.transportfocus.org.uk and www.scotrail.co.uk respectively.

If you wish to make a claim against ScotRail for losses, property damage or personal injury this should be made in writing to Customer Relations and will be dealt with in accordance with the National Rail Conditions of Travel and the ScotRail Passenger Charter.

Personal injury claims will be forwarded to ScotRail’s claims handlers. Your claim will then be dealt with in accordance with the Claims Allocation and Handling Agreement (CAHA).

If there are safety implications, the details will be passed on to the appropriate department as soon as your claim is initiated.

Our Complaints Handling Procedure will be reviewed each year by the Customer Experience Delivery Group who are responsible for improving quality in our business. This will be carried out in consultation with Transport Focus and Transport Scotland.

This Complaints Handling Procedure will not be altered without prior consultation with Transport Focus and Transport Scotland and prior agreement from the ORR.

ScotRail Customer Relations

  • Telephone: 0344 811 0141
  • Textphone users: 0845 602 0346
  • Email: [email protected]
  • Postal address: ScotRail Customer Relations, PO Box 27129, Glasgow G2 9LH

Transport Focus

We will reply to your complaint as quickly as possible. In fact, we aim to reply in full to anything we have received by post, email or via our website within seven working days.

Sometimes however, we might require further time to investigate, so if you don’t hear from us within seven working days, we will send you an acknowledgment and will then send you a £5 rail travel voucher as an apology. We will then aim to provide a full and final response within 20 working days.

Our seven day response target is 95% of complaints received.

ScotRail will work closely with Transport Scotland and Transport Focus during periods of increased volumes, which may impact our ability to meet this target.

We aim to answer 75% of incoming telephone calls within 30 seconds. If we cannot immediately resolve the complaint at the time of the call we aim to respond in the timescales mentioned for letters and emails, as detailed above.

Submit a complaint

To make a complaint, complete our Customer Relations form giving as much detail as possible.

Submit a complaint online