The Rail Ombudsman

The Rail Ombudsman is a free, independent, expert service to help sort out unresolved customer complaints within the rail industry.

You can contact the Rail Ombudsman for further information, advice or to ask them to take up your complaint if you are not happy with our final response.

There are some circumstances where you may wish to do this:

  • you have received a final response, also sometimes referred to as a 'Deadlock Letter', but you are not happy with the outcome.
  • we have not resolved your complaint within 40 working days of having received it.
  • it is within 12 months of any final response from ScotRail.

Information about how the Rail Ombudsman works for customers is available by looking at our Quick Start Guide which has been produced by the Rail Ombudsman, alternatively check out their website or contact them directly.

The Rail Ombudsman Contact Centre team are available:

Monday to Friday 08:00 – 20:00
Saturday and Bank Holidays 08:00 – 13:00
(excluding Christmas Day)

By phone:

Telephone: 0330 094 0362
Textphone: 0330 094 0363

Email: [email protected]
Twitter: @RailOmbudsman​

By Post: FREEPOST – RAIL OMBUDSMAN