Customers are at the heart of all that we do. However, sometimes things go wrong and we may not be able to provide the level of service that we promised.

We have designed an easily accessible system that allows you to get answers if you are not satisfied with our service. Your comments help us to identify what we need to do better so that we can take action to improve our service to you in the future.

This complaints handling procedure is available on this website, at staffed stations that we operate and at stations that we serve. You can also contact our Customer Experience Centre on 0800 200 6060 and ask us to send you a copy.

  View Complaint Procedure Document. (873kb, pdf).

If your complaint is about a delayed train you may be able to claim Delay Repay compensation. Our Customer Promise contains full details please click the link below for a copy:

  Customer Promise

Our Delay Repay compensation details can be found here - please click the link below:

        Delay Repay

All UK passenger rail operators’ complaints handling procedures will also be available on the Office of Rail and Road’s website.

Posters at stations will explain how to get a copy of the complaints handling procedure as well as how to make a complaint.

Make a Complaint

Please give us the opportunity to try to resolve your complaint. If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman.

The Rail Ombudsman is there to help resolve disputes between us and our passengers. It’s free to use their services and they are independent of the rail industry. They don’t take sides, but just look at the evidence available. They will help us both to try to reach an agreement, but if this doesn’t happen, they will make a decision based on the evidence they’ve received. If you agree with their decision, then we have to act on what they say.

You can appeal to the Rail Ombudsman if:

  • You are unhappy with our final response which was contained in a letter/e-mail (sometimes called a ‘deadlock letter’); or
  • Your complaint has not been resolved within 40 working days of Northern receiving it; and
  • It is within 12 months of any final response from Northern

Rail Ombudsman
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: 0330 094 0362
Textphone: 0330 094 0363
Twitter: @RailOmbudsman

There are some complaints that the Rail Ombudsman won’t be able to look into, for example if it’s 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 possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus – the independent consumer watchdog for the rail industry. They will independently review your complaint and where appropriate, follow things up on your behalf.

If you have been affected by travel disruption, we are really interested as an industry in hearing your views on the quality of information you received in these circumstances. Please provide any feedback you may have through this survey.