How to Complain to ScotRail
Step by step: where to complain, what to say, and where to go if ScotRail does not put it right.
Consumer Protection UK is independent and is not connected to ScotRail. This guide uses information published by ScotRail and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- ScotRail official complaints page (opens in a new tab)
ScotRail says you can complain through an online form, email, phone, post or social media. It states it must give a full and final response within 20 working days and aims to reply to most written complaints within ten working days. - If it is not resolved
- Rail Ombudsman
- When you can escalate
- Once you have a final (deadlock) response, or if the complaint is not resolved within 40 working days of receipt, provided no more than 12 months have passed since the final response
- 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: ScotRail says it gives a rail voucher as an apology if it has not responded within 10 working days.
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.
More on this company: ScotRail Delay Repay: How to Claim Train Delay Compensation