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Train Complaints and Delay Repay
Claim Delay Repay from the train company that ran the delayed train, usually within 28 days. For other complaints, write to the train company first. If it is not sorted within 40 working days, or you get a final response sooner, you can take it to the Rail Ombudsman, which is free.
At a Glance
Official Complaint Figures
From the Office of Rail and Road (ORR), 1 April 2025 to 31 March 2026 (published 25 June 2026). See also our most complained about page.
- 336,332Complaints closed by train operatorsThe ORR reported that train operators closed 336,332 complaints in the year to 31 March 2026. It said punctuality or reliability was the most common cause of complaints.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 4 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Company Complaint Guides
Where to complain to each company, and the scheme to use if it is not put right.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Sources and official links
- dataportal.orr.gov.uk/statistics/passenger-experience/passenger-rail-service-complaints Checked 4 October 2026