Make a complaint

How to tell us if something's gone wrong

Let us make things right

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
email: tpecustomer.relations@firstgroup.com
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

What to include with your complaint
Need extra support?
What you can expect from us
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About you

About your journey

If your complaint is about a specific journey, please provide details of your trip below:

Your complaint

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