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We're sorry to hear you're unhappy with part of our service and would like to make a complaint. Whatever has happened, we'll try our best to straighten things out as quickly and simply as possible.
At the station - talk to staff at the station or on the train. If they can, they’ll fix the problem straightaway
Contact Customer Relations - from 06:00 to 23:00, 7 days a week. We aim to respond to enquiries as soon possible, but please be aware that it may take up to 20 working days for you to receive a response.
Call: 0345 600 1671
Write to: Customer Relations, TransPennine Express, Freepost, ADMAIL 3878, Manchester, M1 9YB
Complaint form - fill out the form below or print a complaints form and send to us for free
You can ask a friend, family member, guardian, support worker or carer to make a complaint on your behalf. We’ll need your permission first, although this doesn't apply if you are the parent or guardian of a child aged 16 or under.
Our Assisted Travel team are also on hand to support you if you have a visual (0800 107 2149) or hearing impairment (0800 107 2061).
We aim to respond to complaints within 5 days of receiving them. Sometimes it can take longer, depending on the length of time needed to thoroughly investigate the issue. If that’s the case, we’ll try to let you know.
You can contact Transport Focus, an independent watchdog set up to help transport users. They're available 7 days a week from 08:00 to 20:00 (Monday-Friday) and 08:00 to 18:00 (Saturday-Sunday).
Call: 0300 123 2350
Textphone: 08458 501354
Write to: Transport Focus, RTEH-XAGE-BYKZ, PO Box 5594, Southend on Sea, SS1 9PZ
Online Dispute Resolution
The European Commission’s Online Dispute Resolution (ODR) service offers an alternative for EU residents who are unhappy with the way their complaint has been handled.
As we already work with Transport Focus and aren’t obliged to use the ODR service, we only suggest this route if you live outside the UK.
If you decide to use the EU’s ODR, you’ll need the following details:
Write to: TransPennine Express, 50 Eastbourne Terrace, Paddington, London, W2 6LG
Resolution body: The Consumer Ombudsman
If you've been delayed by 30 minutes or more, you can claim money back.