GETTING TRAIN INFORMATION, MAKING COMPLAINTS, AND SHARING KNOWLEDGE

(Updated March 2013)

We offer this information in a spirit of helpfulness. It may change and we cannot guarantee its completeness or accuracy at any point in time.

National Rail

National Rail Enquiries: 08457 48 49 50

The National Rail website - www.nationalrail.co.uk (www.mobile.nationalrail.co.uk if you are on the move) - provides a wealth of information, including changes to train times up to 12 weeks in advance and live departure boards showing current cancellations and delays. Train companies’ websites provide a range of contact information, including Twitter.

Train operating companies

Contact individual train operating companies for questions and complaints about trains, timetables, fares etc.

Southern
Southern Customer Services
PO BOX 3021
Bristol
BS2 2BS

Tel: 08451 272920
Fax: 08451 272930
E'mail: comments@southernrailway.com
Website: www.southernrailway.com

South West Trains
Friars Bridge Court
41-45 Blackfriars Road
London
SE1 8NZ

Tel: 08700 005151
Fax 020 7620 5177

Customer Service Centre
South West Trains
Overline House
Blechynden Terrace
Southampton
SO15 1GW

Customer Services Tel: 0845 6000 650
Fax: 023 8072 8187
E’mail: customerrelations@swtrains.co.uk
Website: www.southwesttrains.co.uk

CrossCountry
5th Floor, Cannon House
18 Priory Queensway
Birmingham
B4 6BS

Tel: 08447 369 123
Fax: 0121 200 6005
Website: www.crosscountrytrains.co.uk
E'mail: customer.relations@crosscountrytrains.co.uk

First Great Western
Milford House
1 Milford Street
Swindon
SN1 1HL

Tel: 01793 499400
Fax: 01793 499460
E’mail: fgwfeedback@firstgroup.com
Website: www.firstgreatwestern.co.uk

Passengerfocus

Make complaints to the relevant train operating company in the first instance. If you are not satisfied with the response, contact Passengerfocus:

Freepost RTEH-XAGE-BYKZ
Passenger Focus
PO BOX 5594
Southend-on-Sea
SS1 9PZ

Helpline: 0300 123 2350 (opens 08.00; closes 20.00 Mondays-Fridays and 16.00 at weekends)
Fax: 0845 850 1392
There is an on-line complaints form on the Passengerfocus website.
Website: www.passengerfocus.org.uk

Network Rail

To raise matters about the railway infrastructure, including track, signalling and the major London terminal stations like Waterloo, contact Network Rail. Note that most other stations are managed by the individual train operating companies.

Network Rail
Kings Place
90 York Way
London
N1 9AG

Tel: 020 7557 8000. This is available 24 hours a day, 365 days a year. Network Rail requests that all emergencies be reported to them by phone.

National Helpline: 08457 11 41 41
There is an on-line general enquiries form on the Network Rail website.
Fax: 020 7557 9000
Website: www.networkrail.co.uk

The House of Commons' Transport Committee

Conducts inquiries, which include public consultation, and produces reports. Details of their current activities can be found on the internet at:

www.parliament.uk/parliamentary_committees/transport_committee.cfm

Transport Committee
House of Commons
7 Millbank
London
SW1P 3JA

Tel: 020 7219 6263
Fax: 020 7219 0909
E’mail: transcom@parliament.uk

The Department for Transport

The Department for Transport
Great Minster House
33 Horseferry Road
London SW1P 4DR

Tel: 0300 330 3000
There is an on-line enquiry form on the DfT website Website: www.dft.gsi.gov.uk

Rail Accident Investigation Branch

The RAIB has a role to satisfy the general public, railway users, and the railway industry that rail accidents are being properly investigated in an efficient and timely manner. Updates are provided on their website.

Rail Accident Investigation Branch
The Wharf
Stores Road
Derby
DE21 4BA

Tel: 01332 253300
Fax: 01332 243301
E’mail: enquiries@raib.gov.uk
Website: www.raib.gov.uk

Members of Parliament

Major issues about unfair treatment or poor services may be of interest to your Member of Parliament. If you do not know the address of the constituency office, you can write to your MP at the House of Commons, London SW1A 0AA.

Sharing your knowledge with other rail users

Radio Solent

If you know of current train delays, ring Radio Solent on 023 8063 1311

Website: radio.solent@bbc.co.uk

Newspapers

Local newspapers generally take an interest in rail issues relevant to their circulation area, or in contrasts between what happens locally and what happens elsewhere.

The Evening Standard has a substantial interest in commuting issues.

National newspapers are very constrained by space, and usually include only comments relating to published articles.

It is helpful to advise papers and magazines when they publish articles which appear to be based on misconceptions or misleading press releases from the rail industry.

Most newspapers ask for a name and address, including in e’mails. Some want a daytime telephone number as well. A few contact details are below:

Southern Daily Echo

Southern Daily Echo
Newspaper House
Test Lane
Redbridge
Southampton
SO16 9JX

E’mail: letters@dailyecho.co.uk

(The Echo requires your name and address if you send a letter)

Portsmouth News

Letters
Portsmouth News
London Road, Hilsea
Portsmouth
PO2 9SX

E'mail: letters@thenews.co.uk

Evening Standard

Letters:
The Editor
Evening Standard
PO Box 2309
London
W8 5EE

E'mail: letters@standard.co.uk (The Standard requires your daytime telephone number as well as your name and address)

The Guardian

The Editor
The Guardian
Kings Place
90 York Road
London
N1 9GU

E’mail: letters@guardian.co.uk

(The Guardian requires your name, address, daytime telephone number, and reference to the published article on which you are commenting)

The Daily Telegraph

(The Telegraph asks for letters by e’mail)

E’mail: dtletters@telegraph.co.uk

The Times The Editor
The Times
3 Thomas More Square
London
E98 1TY

E’mail: letters@thetimes.co.uk

The Independent

The Independent
2 Derry Street
London
W8 5HF

E’mail: letters@independent.co.uk

The Advertising Standards Authority

The ASA is the statutory body responsible for protecting consumers against misleading advertisements. The South Hampshire Rail Users’ Group made a successful complaint against South West Trains' misrepresentation of its franchise commitments. Their address is:

The Advertising Standards Authority Ltd
Mid City Place
71 High Holborn
London
WC1V 6QT

Tel: 020 7492 2222
E'mail: enquiries@asa.org.uk
Website: www.asa.org.uk

The Campaign for Better Transport

The Campaign for Better Transport is a leading transport Non-Government Organisation. Its compelling arguments and ideas have won the support of national decision makers and local activists, enabling them to secure transport policies and programmes to improve people's lives and reduce environmental impact.

The Campaign for Better Transport
16 Waterside
44-48 Wharf Road
London
N1 7UX

Tel: 020 7566 6480
Fax: 020 7566 6493
E'mail: info@bettertransport.org.uk
Website: bettertransport.org.uk

APPENDIX

More Information about Stagecoach and SWT

“Stagecoach” by Christian Wolmar. Hardback and kindle versions available via christianwolmar.co.uk.

This is an absorbing account of the early years of the transport operator which found itself condemned and ridiculed in the World in Action’s 1996 ‘Cowboy Country’ documentary, which the High Court refused to block.

The author refers to a “fundamental defensiveness about Stagecoach’s attitude to the press, borne of an arrogance and deep conviction that the company is right and everyone else is wrong”. Stagecoach’s business practices were described by the Monopolies and Mergers Commission as "predatory, deplorable and against the public interest". Steven Norris, the junior transport minister at the time SWT was franchised to Stagecoach, later stated, "Awarding the franchise to Stagecoach was really taking the fight to the enemy… It was the most aggressive decision we could take, and if we had tried to dress privatisation in its most acceptable form, it would have been better to award it to almost anyone else".