Customer Feedback

Find out how you can make a complaint or leave praise about our service and where to locate useful resources.

Your feedback is invaluable

We value your feedback here at LNER and we want to ensure your response is listend to, respected and treated with courtesy. Your feedback will help develop our teams and improve our services. 

Our Customer Solutions team aim to deliver an excellent service to each and every one of our customers. We aim to respond to all feedback between three and ten working days and aim to resolve complaints between ten and twenty working days. This varies depending on the volume and complexity of each case. 

Providing Feedback

If you wish to provide feedback regarding your experience with LNER, please choose from the following options below and complete the form

Would you like to leave praise or make a complaint?
We are sorry to hear there was a problem. Please let us know what the issue was. 

The journey or ticket

Share your thoughts and experiences about your journey with LNER.

Make a complaint

A member of staff

We appreciate your feedback about our team. You can share your thoughts here. 

Make a complaint

Buying tickets

Have your thoughts on your ticket purchase with LNER? Share them here. 

Make a complaint

Ticket price

Want to offer your insights and suggestions about LNER's ticket prices? Share your thoughts here. 

Make a complaint

Give praise

We love it when our team does a great job. Did one of our colleagues go above and beyond to help you out on your journey? Let us know so we can give them a big well done. 


Useful Resources

If you wish to know more about our Complaints Handling Policy or how to appeal for an Ombudsman, look no further. 


We are here to help. Find all of the answers to your questions or get in touch if you wish to speak to a member of staff about your feedback.