How to Complain to National Express
Step by step: where to complain, what to say, and where to go if National Express does not put it right.
Consumer Protection UK is independent and is not connected to National Express. This guide uses information published by National Express and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- National Express official complaints page (opens in a new tab)
National Express says you can complain by sending details through its online feedback form. The page does not state response times. - If it is not resolved
- We could not confirm a general ombudsman or ADR scheme for National Express from its own pages. If it cannot settle your complaint, ask it in writing which approved ADR provider it uses and whether it will take part, and contact the Citizens Advice consumer service.
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: National Express says that if you remain unhappy you can contact Bus Users UK, an independent complaints review body, or use the online dispute resolution platform for online purchases. The page does not name a coach-industry ombudsman.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- Keep your ticket, booking confirmation and a note of the train times affected.
- Most train companies run a “Delay Repay” scheme that pays compensation for delays over a set length. Check your operator’s own page for the delay length and how long you have to claim.
- If the train company is covered by the Rail Ombudsman (see the section above), you can take an unresolved complaint there once the company has had the chance to deal with it.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.