How to Complain to TransPennine Express
Step by step: where to complain, what to say, and where to go if TransPennine Express does not put it right.
Consumer Protection UK is independent and is not connected to TransPennine Express. This guide uses information published by TransPennine Express and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- TransPennine Express official complaints page (opens in a new tab)
TransPennine Express says you can submit feedback or complaints through online forms, live chat, phone, WhatsApp, email or social media. It says it aims to reply within one week but a resolution may take up to four weeks. - If it is not resolved
- Rail Ombudsman
- 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: The contact page does not mention the Rail Ombudsman; membership is taken from the Rail Ombudsman's own list.
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.