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LNER 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.

Useful resources

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

  • Ombudsman​

    If you are not happy with the response you have received from us, you can appeal to the independent Rail Ombudsman.

    Appeal

  • Complaints Handling Policy​

    Find out more about how we handle your feedback.

    Customer Complaints Handling procedure

Support

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.

  • Frequently asked questions​

    You can find all of the answers to your questions here.

    FAQs

  • Contact us​

    Need to get in touch? We're here to help.

    Contact us