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