Appeal to Rail Ombudsman
Your feedback is invaluable in helping us to improve our services in the future here at LNER. If you’re not happy in any way, we’ll take your comments or complaints very seriously and do everything we can to make things right. We aim to resolve all complaints to your satisfaction, quickly and effectively, without the need for involvement for third parties.
If you are not happy with the response you have received from us, you can appeal to the Rail Ombudsman.
You can appeal to the Rail Ombudsman if:
- you are unhappy with our final response to your complaint which will be contained in a letter or email (this is sometimes known or called a ‘deadlock letter’*); or
- we have not resolved your complaint within 40 working days of receiving it; and
- no more than 12 months have passed since we sent you a final response
Find out more about the Rail Ombudsman below:
Post: FREEPOST – RAIL OMBUDSMAN
There are some complaints that the Rail Ombudsman will not be able to look into, for example if it is about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established. If that is the case, then they will contact you to let you know.
*If your appeal is in regard to an Unpaid Fare Notice or Ticket Irregularity, these are processed by our Debt Recovery and Prosecutions Team. In the event that you are unhappy with the decision provided by the Debt Recovery and Prosecutions Team, you also have the opportunity to forward your appeal to the Rail Ombudsman but a 'deadlock letter' is not required or supplied.